Bidding Documents For Customer Care Center of BERC (Final)

GOVERNMENT OF THE PUNJAB
PRIMARY & SECONDARY

HEALTHCARE DEPARTMENT
[
INVITATION FOR BIDS

Establishment of Customer Care Center for Biomedical Equipment
Resource Center (BERC)
1. Government of Punjab is undertaking wide-ranging reforms to improve the
healthcare service delivery in Punjab. As part of the reform process, availability
of biomedical equipment in its functional state at all healthcare facilities is
utmost important for delivery of healthcare services. To ensure this task, the
Primary & Secondary Healthcare Department started a Biomedical Equipment
Resource Center (BERC) for ensuring the proper functionality of the biomedical
equipment for patient diagnostic and therapeutic purposes.
2. The BERC is going to establish its Customer Care Center to manage and
monitor the working of Biomedical Equipment and invites the sealed bids from
experienced & well equipped firms to establish and operate Customer Care
Center in the office of BERC.
3. The scope of Services of Customer Care Center shall be an integrated solution
including establishment of Call Center having technically feasible hardware
conforming to international quality standards, provision of human resource
for operations, training and maintenance / after sales services / support,
quality assurance and quality check mechanism for a period of three years.
4. A complete set of Bidding Documents can be downloaded from the websites
(www.ppra.punjab.gov.pk)& (www.pshealth.punjab.gov.pk).
5. Bidding shall be conducted through Single Stage – Two Envelopes bidding
procedure, as per Punjab Procurement Rules, 2014. The envelopes shall be
marked as “FINANCIAL PROPOSAL” and “TECHNICAL PROPOSAL” in bold and
legible letters in separate envelopes.
6. All interested firms are requested to submit their Bids by 20th May 2017 till
1100 hours at 37-D, Strategic Management Unit, Primary and Secondary
Healthcare Department, Main Gulberg, off Zafar Ali Road, Lahore. Technical
Proposals shall be opened on same day at 1130 hours in the presence of the
representative of the firms who may wish to attend.
7. There is neither Bid Security nor Documents’ Fee to be paid by the Bidders.
Additional Secretary (Admin)

Government of Punjab, Primary & Secondary Healthcare Department
1-Birdwood Road off Jail Road, Lahore, Pakistan
Phone: +92-42-99205814, +92-42-99205822
Contact Person: Engr. Muhammad Junaid Rashid / Phone: 0321-4001104
BIDDING DOCUMENT
ESTABLISHMENT OF CUSTOMER CARE

CENTER FOR BIOMEDICAL EQUIPMENT
RESOURCE CENTER (BERC)
(Services for Call center and CMMS)
Year: 2016-17
Government of the Punjab

Primary & Secondary Healthcare Department
Table of Contents
Part I – Bidding Procedures....................................................................................................4

Section I. Instructions to Bidders ............................................................................................5
Section II. Bidding Data Sheet ...............................................................................................23
Section III. Bidding Forms ....................................................................................................30
Section IV. Scope of Services ................................................................................................42
Section V. Specifications .......................................................................................................49
Part II – Conditions of Contract and Forms .......................................................................67

Preface ....................................................................................................................................71
Letter of Acceptance ..............................................................................................................72
Form of Contract ....................................................................................................................73
Section A: General Conditions of Contract (GCC) ................................................................75
Section B. Special Conditions of Contract ............................................................................85
Part III – Appendices.............................................................................................................87

Part 1: Bidding Procedures 4
Part I – Bidding Procedures

Section I. Instructions to Bidders

Table of Clauses
A. General ................................................................................................................................7
Definition .............................................................................................................................7
Scope of Bid .........................................................................................................................8
Eligible bidder ......................................................................................................................8
Conflict of Interest ...............................................................................................................8
One Bid per Bidder ..............................................................................................................9
Cost of Bidding ..................................................................................................................10
Site Visit.............................................................................................................................10
B. Bidding Documents ..........................................................................................................10

Content of Bidding Documents .........................................................................................10
Clarification of Bidding Documents ..................................................................................10
Amendment of Bidding Documents .................................................................................11
C. Preparation of Bids ..........................................................................................................11

Language of Bid ...............................................................................................................11
Documents Comprising the Bid .......................................................................................11
Bid Prices .........................................................................................................................11
Currencies of Bid and Payment ........................................................................................12
Bid Validity ......................................................................................................................12
Bid Security ......................................................................................................................12
Alternative Proposals by Bidders .....................................................................................13
Technical and Financial Proposal Format and Content....................................................13
D. Submission of Bids ...........................................................................................................14

Sealing and Marking of Bids ............................................................................................14
Deadline for Submission of Bids......................................................................................15
Late Bids...........................................................................................................................15
Modification and Withdrawal of Bids ..............................................................................15
E. Bid Opening and Evaluation ...........................................................................................15

Bid Opening .....................................................................................................................15
Technical Proposals Evaluation .......................................................................................16
Opening of Financial Proposals .......................................................................................16
Financial Proposal Evaluation ..........................................................................................17
Process to Be Transparent ................................................................................................17
Clarification of Bids .........................................................................................................17
Examination of Bids and Determination of Responsiveness ...........................................18
Correction of Errors..........................................................................................................18
Non-Preferential Treatment ..............................................................................................19
F. Award of Contract ............................................................................................................19

Award Criteria ..................................................................................................................19
Procuring Agency’s Right to Accept or Reject all Bids ...................................................19

Notification of Award and Signing of Agreement ...........................................................19
Performance Security .......................................................................................................20
Arbitration ........................................................................................................................20
Corrupt or Fraudulent Practices .......................................................................................20
Instructions to Bidders (ITB)

A. General
Definition 1.1 “Affiliate(s)” means an individual or an entity that directly or

indirectly controls, is controlled by, or is under common
control with the Bidder.
1.2 “Applicable Rules” means the Punjab Procurement Rules
2014 (amended January 2016)) governing the selection and
Contract award process as set forth in this RFP.
1.3 “Applicable Law” means the laws of Islamic Republic of
Pakistan, as they may be issued and in force from time to time.
1.4 “Client” means the procuring agency that signs the Contract
for the Services with the selected Bidder.
1.5 “Bidder” means a legally-established professional firm or an
entity that may provide or provides the Services to the Client
under the Contract.
1.6 “Contract” means a legally binding written agreement signed
between the Client and the Bidder and includes all the attached
documents listed in its General Conditions of Contract (GCC),
Special Conditions of Contract (SCC), and the Appendices.
1.7 “Data Sheet” (BDS) means an integral part of the Instructions
to Bidder (ITB) that is used to reflect specific conditions to
supplement assignment, but not to over-write, the provisions
of the ITB.
1.8 “Day” means a calendar day.
1.9 “Government” means the Government of the Punjab.
1.10 “Joint Venture (JV)” means an association with or without a
legal personality distinct from that of its members, of more
than one Bidder where one member has the authority to
conduct all business for and on behalf of any and all the
members of the JV, and where the members of the JV are
jointly and severally liable to the Client for the performance of
the Contract.
1.11 “ITB” means the Instructions to Bidder that provides the
shortlisted Bidders with all information needed to prepare their
Proposals.
1.12 “LOI” means the Letter of Invitation being sent by the Client
to the Bidders.
1.13 “Proposal” means the Technical Proposal and the Financial
Proposal of the Bidder.
1.14 “RFP” means the Request for Proposals to be prepared by the

Client for the selection of Bidders.
1.15 “Services” means the work to be performed by the Firm
pursuant to the Contract.
1.16 “Sub-Bidder” means an entity to whom the Bidder intends to
subcontract any part of the Services while remaining
responsible to the Client during the performance of the
Contract.
1.17 “TORs” means the Terms of Reference that explain the
objectives, scope of work, activities, and tasks to be
performed, respective responsibilities of the Client and the
Bidder, and expected results and deliverables of the
assignment.
Scope of Bid 2.1 The Procuring Agency, as defined in the Bidding Data Sheet
(BDS), invites bids for the Services, as described in the
Appendix IV – scope of services to the Contract. The name and
identification number of the Contract is provided in the BDS.
2.2 The successful Bidder will be expected to commence the
performance of the Services by the Intended commencement
Date provided in the BDS.
Eligible 3.1 It may be a single firm or Joint Venture registered with FBR.
bidder The bidders shall provide in Section III, Bidding Forms, a
statement that the Bidder (including all members of a joint
venture and subcontractors) is not associated, nor has been
associated in the past, directly or indirectly, with the consultant
or any other entity that has prepared the design, specifications,
and other sections of this bidding document. A firm that has
been engaged by the Procuring Agency to provide Consultant
Services for the preparation or supervision of the Services, and
any of its affiliates, shall not be eligible to bid.
3.2 Government-owned enterprises may only participate if they are
legally and financially autonomous, operate under commercial
law, and are not a dependent agency of the Government.
3.3 Bidders shall not be under a declaration of blacklisting by any
Government department or Punjab Procurement Regulatory
Authority (PPRA)
3.4 The Procuring Agency permits Bidders, including
Consortiums, Joint Ventures and their individual members to
offer services.
Conflict of 4.1 The Bidder is required to provide professional, objective, and
Interest impartial advice, at all times holding the Client’s interests
paramount, strictly avoiding conflicts with other assignments

or its own corporate interests, and acting without any
consideration for future work.
4.2 The Bidder has an obligation to disclose to the Client any
situation of actual or potential conflict that impacts its capacity
to serve the best interest of its Client. Failure to disclose such
situations may lead to the disqualification of the Bidder or the
termination of its Contract and/or sanctions by the Procuring
Agency.
4.3 Without limitation on the generality of the foregoing, and
unless stated otherwise in the Data Sheet, the Bidder shall not
be hired under the circumstances set forth below:
Conflicting 4.3.1 A firm that has been engaged by the Client to provide
activities goods, works or services other than Services for a
project, and any of its affiliates, shall be disqualified from
providing Services related to those goods, works or
services. Conversely, a firm hired to provide Services for
the preparation or implementation of a project, and any
of its affiliates, shall be disqualified from subsequently
providing goods or works or services other than Services
resulting from or directly related to the firm’s Services for
such preparation or implementation. For the purpose of this
paragraph, services other than Services are defined as those
leading to a measurable physical output, for example
surveys, exploratory drilling, aerial photography, and
satellite imagery.
Conflicting 4.3.2 Service Provider (including its Personnel and Sub- Service
assignments Provider) or any of its affiliates shall not be hired for
any assignment that, by its nature, may be in conflict
with another assignment of the Service Provider to be
executed for the same or for another Client
Conflicting
relationship 4.3.3 A Service Provider (including its Personnel and Sub-
Service Provider) that has a business or family relationship
with a member of the Client’s staff who is directly or
indirectly involved in any part of (I) the preparation of
the Terms of Reference of the assignment, (ii) the selection
process for such assignment, or (iii) supervision of the
Agreement, may not be awarded an Agreement, unless
the conflict stemming from this relationship has been
resolved in a manner acceptable to the Client throughout
the selection process and the execution of the Agreement
One Bid per 5.1 Each Bidder shall submit only one Bid, either individually or as
Bidder a partner in a joint venture. A Bidder who submits or
participates in more than one Bid (other than as a subcontractor
or in cases of alternatives that have been permitted or

requested) will cause all the proposals with the Bidder’s
participation to be disqualified.
Cost of 6.1 The Bidder shall bear all costs associated with the preparation
Bidding and submission of his Bid, and the Procuring Agency will in no
case be responsible or liable for those costs.
Site Visit 7.1 The Bidder, at the Bidder’s own responsibility and risk, is
encouraged to visit and examine the Site of required Services
and its surroundings and obtain all information that may be
necessary for preparing the Bid and entering into a contract for
the Services. The costs of visiting the Site shall be at the
Bidder’s own expense.
B. Bidding Documents
Content of 8.1 The set of bidding documents comprises the documents listed in
Bidding the table below and addenda issued in accordance with ITB Clause
Documents 10:
Section I Instructions to Bidders (ITB)
Section II Bidding Data Sheet
Section III Bidding Forms
Section IV Scope of Services
Section V Drawings and Specifications
Part II Conditions of Contract and Forms
Section A General Conditions of Contract
Section B Special Conditions of Contract
Part III Appendices
8.2 The Bidder is expected to examine all instructions, forms, terms,
and specifications in the bidding documents. Failure to furnish all
information required by the bidding documents or to submit a bid
not substantially responsive to the bidding documents in every
respect will be at the Bidder’s risk and may result in the rejection
of its bid. All sections should be completed and returned with the
Bid in the number of copies specified in the BDS.
Clarification 9.1 A prospective Bidder requiring any clarification of the bidding
of Bidding documents may notify the Procuring Agency in writing or by
Documents email at the Procuring Agency’s address indicated in the invitation
to bid. The Procuring Agency will respond to any request for
clarification received earlier than 10 days prior to the deadline for
submission of bids. Copies of the Procuring Agency’s response
will be forwarded to all purchasers of the bidding documents,

including a description of the inquiry, but without identifying its
source.
Amendment 10.1 Before the deadline for submission of bids, the Procuring Agency
of Bidding may modify the bidding documents by issuing addenda.
Documents 10.2 Any addendum thus issued shall be part of the bidding documents
and shall be communicated in writing or by email to all purchasers
of the bidding documents. Prospective bidders shall acknowledge
receipt of each addendum by email to the Procuring Agency.
10.3 To give prospective bidders reasonable time in which to take an
addendum into account in preparing their bids, the Procuring
Agency shall extend, as necessary, the deadline for submission of
bids, in accordance with ITB Sub-Clause 20.2 below.
C. Preparation of Bids
Language of 11.1 The bid prepared by the Bidder, as well as all correspondence and
Bid documents relating to the bid exchanged by the Bidder and the
Procuring Agency shall be written in the language specified in the
BDS. Supporting documents and printed literature furnished by
the Bidder shall be in same language.
Documents 12.1 The Bid submitted by the Bidder shall comprise the following:
Comprising 12.1.1 Technical and Financial form of Bid (in the format indicated
the Bid in Section III);
12.1.2 Bid Security (not demanded for this particular tender);
12.1.3 and any other materials required to be completed and
submitted by bidders, as specified in the BDS.
Bid Prices 13.1 The Contract shall be for the Services, as described Section IV
Scope of services of contract and in the Specifications, Section V,
based on the priced Activity Schedule, Section V.
13.2 The Bidder shall fill in rates and prices, if applicable, for all items
of the Services described in the Specifications (or Terms of
Reference), and Appendices.
13.3 All duties, taxes, and other levies payable by the Service Provider
under the Contract, or for any other cause, as of the date 28 days
prior to the deadline for submission of bids, shall be included in
the total Bid price.
13.4 If provided for in the BDS, the rates and prices quoted by the
Bidder shall be subject to adjustment during the performance of
the Contract in accordance with and the provisions of Clause 6.6
of the General Conditions of Contract and/or Special Conditions
of Contract. The Bidder shall submit with the Bid all the
information required under the Special Conditions of Contract and

of the General Conditions of Contract.
13.5 For the purpose of determining the remuneration due for additional
Services, a breakdown of the cost shall be provided by the Bidder
in the form of Appendices C to the Contract
Currencies of 14.1 The price shall be quoted by the Bidder in the following
Bid and currencies:
Payment 14.1.1 for those inputs to the Services which the Bidder expects
to provide from within Pakistan, the prices shall be quoted
in Pak Rupees (PKR), unless otherwise specified in the
BDS;
Bid Validity 15.1 Bids shall remain valid for the period specified in the BDS.
15.2 In exceptional circumstances, the Procuring Agency may request
that the bidders extend the period of validity for a specified
additional period. The request and the bidders’ responses shall be
made in writing or by email. A Bidder may refuse the request
without forfeiting the Bid Security. A Bidder agreeing to the
request will not be required or permitted to otherwise modify the
Bid, but will be required to extend the validity of Bid Security for
the period of the extension, and in compliance with ITB Clause 16
in all respects.
Bid Security 16.1 The Bidder shall furnish bid security, as part of the Bid as
specified in the BDS (there is no Bid Security for this particular
tender).
16.2 The Bid Security shall be in the amount specified in the BDS and
denominated in Pak Rupees (PKR) and shall:
16.2.1 at the bidder’s option, be in the form of either a letter of
credit, or a bank guarantee from a banking institution, or a
bond issued by a surety;
16.2.2 be issued by a reputable institution selected by the
bidder. If the institution issuing the bond is located outside
Pakistan, it shall have a correspondent financial institution
located in Pakistan to make it enforceable.
16.2.3 be substantially in accordance with one of the forms of
Bid Security included in Section III, Bidding Forms (TECH
2), or other form approved by the Procuring Agency prior
to bid submission;
16.2.4 be payable promptly upon written demand by the
Procuring Agency in case the conditions listed in ITB Sub-
Clause 16.5 are invoked;
16.2.5 be submitted in its original form; copies will not be

accepted;
16.2.6 remain valid for a period of 28 days beyond the validity
period of the bids, as extended, if applicable, in accordance
with ITB Sub-Clause 15.2;
16.3 If a Bid Security or a Bid- Securing Declaration is required in
accordance with ITB Sub-Clause 16.1, any bid not accompanied
by a substantially responsive Bid Security or Bid Securing
Declaration in accordance with ITB Sub-Clause 16.1, shall be
rejected by the Procuring Agency as non-responsive.
16.4 The Bid Security of unsuccessful Bidders shall be returned as
promptly as possible upon the successful Bidder’s furnishing of
the Performance Security pursuant to ITB Clause 35.
16.5 The Bid Security may be forfeited:
16.5.1 if a Bidder withdraws its bid during the period of bid
validity specified by the Bidder on the Bid Submission
Form, except as provided in ITB Sub-Clause 15.2; or
16.5.2 if the successful Bidder fails to:
16.5.2.1 sign the Contract in accordance with ITB Clause
34;
16.5.2.2 Furnish a Performance Security in accordance
with ITB Clause 35.
16.6 The Bid Security of a JV must be in the name of the JV that
submits the bid. If the JV has not been legally constituted at the
time of bidding, the Bid Security shall be in the names of all future
partners as named in the letter of intent to constitute the JV.
Alternative 17.1 Unless otherwise indicated in the BDS, alternative bids shall not
Proposals by be considered and reject whole bid.
Bidders
Technical and 18.1 The Technical Proposal shall not include any financial
Financial information. A Technical Proposal containing material financial
Proposal information shall be declared non-responsive.
Format and 18.2 The Financial Proposal shall be prepared using the attached
Content Section III – Bidding Forms (FIN 1-3). It shall list all costs
associated with the assignment. If appropriate, these costs should
be broken down by activity and, if appropriate, into foreign and
local expenditures. All activities and items described in the
Technical Proposal must be priced separately; activities and items
described in the Technical Proposal but not priced, shall be
assumed to be included in the prices of other activities or items
18.3 The Service Provider may be subject to local taxes (such as: value
added or sales tax or income tax/sales tax, duties, fees, levies) on
amounts payable by the Client under the Agreement. Service
Provider will include and clearly state all such taxes , which it is
subject to pay, in the proposal
18.4 Service Provider should express the price of their services in
Pakistani Rupees (PKR)
D. Submission of Bids
Sealing and 19.1 The Bidder shall submit a signed and complete Proposal
Marking of comprising the documents and forms in accordance with Clause
Bids 12 (Documents Comprising Proposal). The submission can be
done only by hand.
19.2 An authorized representative of the Bidder shall sign the original
submission letters in the required format for both the Technical
Proposal and, if applicable, the Financial Proposals and shall
initial all pages of both. The authorization shall be in the form of
a written power of attorney attached to the Technical Proposal.
19.3 A Proposal submitted by a Joint Venture shall be signed by all
members so as to be legally binding on all members, or by an
authorized representative who has a written power of attorney
signed by each member’s authorized representative.
19.4 Any modifications, revisions, interlineations, erasures, or
overwriting shall be valid only if they are signed or initialed by
the person signing the Proposal.
19.5 The signed Proposal shall be marked “Original”, and its copies
marked “Copy” as appropriate; The number of copies is
indicated in the Data Sheet. All copies shall be made from the
signed original. If there are discrepancies between the original and
the copies, the original shall prevail.
19.6 The original and all the copies of the Technical Proposal shall be
placed inside of a sealed envelope clearly marked “Technical
Proposal”, “[Name of the Assignment]“, reference number,
name and address of the Bidder, and with a warning “Do Not
Open until [insert the date and the time of the Technical Proposal
submission deadline].”
19.7 Similarly, the original Financial Proposal (if required for the
applicable selection method) shall be placed inside of a sealed
envelope clearly marked “Financial Proposal” followed by the
name of the assignment, reference number, name and address of
the Bidder, and with a warning “Do Not Open With The
Technical Proposal.”
19.8 The sealed envelopes containing the Technical and Financial

Proposals shall be placed into one outer envelope and sealed. This
outer envelope shall bear the submission address, RFP reference
number, the name of the assignment, Bidder’s name and the
address, and shall be clearly marked “Do Not Open Before
[insert the time and date of the submission deadline indicated in
the Data Sheet]”.
19.9 If the envelopes and packages with the Proposal are not sealed and
marked as required, the Client will assume no responsibility for
the misplacement, loss, or premature opening of the Proposal.
Deadline for 20.1 Bids shall be delivered to the Procuring Agency at the submission
Submission of address specified in the BDS no later than the time and date
Bids specified in the BDS.
20.2 The Procuring Agency may extend the deadline for submission of
bids by issuing an amendment in accordance with ITB Clause 10,
in which case all rights and obligations of the Procuring Agency
and the bidders previously subject to the original deadline will
then be subject to the new deadline.
Late Bids 21.1 The Procuring Agency will not receive any bid submitted after the
deadline prescribed in ITB Clause 20.
Modification 22.1 Bidders may modify or withdraw their bids by giving notice in
and writing before the deadline prescribed in ITB Clause 20.
Withdrawal 22.2 Each Bidder’s modification or withdrawal notice shall be
of Bids prepared, sealed, marked, and delivered in accordance with ITB
Clauses 18 and 19, with the outer and inner envelopes additionally
marked “Modification” or “Withdrawal,” as appropriate.
22.3 No Bid may be modified after the deadline for submission of Bids.
22.4 Withdrawal of a Bid between the deadline for submission of bids
and the expiration of the period of Bid validity specified in the
BDS or as extended pursuant to ITB Sub-Clause 15.2 may result
in the forfeiture of the Bid Security pursuant to ITB Clause 16.
E. Bid Opening and Evaluation
Bid Opening 23.1 The Client’s evaluation committee shall conduct the opening
of the Technical Proposals in the presence of the shortlisted
Bidders’ authorized representatives who choose to attend (in
person, or online if this option is offered in the Data Sheet).
The opening date, time and the address are stated in the
Data Sheet. The envelopes with the Financial Proposal shall
remain sealed and shall be securely stored with a reputable
public auditor or independent authority until they are opened

in accordance with Clause 19 and 24 of the ITB.
23.2 At the opening of the Technical Proposals the following shall
be read out:
23.2.1 the name and the country of the Bidder or, in case of
a Joint Venture, the name of the Joint Venture, the
name of the lead member and the names and the
countries of all members;
23.2.2 the presence or absence of a duly sealed envelope
with the Financial Proposal;
23.2.3 any modifications to the Proposal submitted prior to
proposal submission deadline; and
23.2.4 any other information deemed appropriate or as
indicated in the Data Sheet.
Technical 24.1 Subject to provision of Clause 19 of the ITB, the evaluators
Proposals of the Technical Proposals shall have no access to the
Evaluation Financial Proposals until the technical evaluation is
concluded.
24.2 The Bidder is not permitted to alter or modify its Proposal in
any way after the proposal submission deadline except as
permitted under Clause 22 of this ITB. While evaluating the
Proposals, the Client will conduct the evaluation solely on
the basis of the submitted Technical and Financial Proposals.
24.3 The Client’s evaluation committee shall evaluate the
Technical Proposals on the basis of their responsiveness to
the Terms of Reference and the RFP, applying the evaluation
criteria, sub-criteria, and point system specified in the Data
Sheet. Each responsive Proposal will be given a technical
score. A Proposal shall be rejected at this stage if it does not
respond to important aspects of the RFP or if it fails to
achieve the minimum technical score indicated in the
Data Sheet.
Opening of 25.1 After the technical evaluation is completed, the Client shall
Financial notify those Bidders whose Proposals were considered non-
Proposals responsive which did not meet the minimum qualifying
technical score (and shall provide information relating to the
Bidder’s overall technical score, as well as scores obtained
for each criterion and sub-criterion) that their Financial
Proposals will be returned unopened after completing the
selection process and Contract signing. The Client shall
simultaneously notify in writing those Bidders that have
achieved the minimum overall technical score and inform
them of the date, time and location for the opening of the
Financial Proposals. The opening date should allow the

Bidders sufficient time to make arrangements for attending
the opening. The Bidder’s attendance at the opening of the
Financial Proposals (in person, or online if such option is
indicated in the Data Sheet) is optional and is at the Bidder’s
choice.
25.2 The Financial Proposals shall be opened by the Client’s
evaluation committee in the presence of the representatives
of those Bidders whose proposals have passed the minimum
technical score. At the opening, the names of the Bidders,
and the overall technical scores, including the break-down
by criterion, shall be read aloud. The Financial Proposals
will then be inspected to confirm that they have remained
sealed and unopened. These Financial Proposals shall be
then opened, and the total prices read aloud and recorded.
Copies of the record shall be sent to all Bidders who
submitted Proposals.
Taxes 25.3 The Bidder’s Financial Proposal shall include all applicable
taxes in accordance with the instructions in the Data Sheet.
Financial 26.1 The Client will select the Bidder with the lowest evaluated
Proposal total price among those Bidders that achieved the minimum
Evaluation required technical score.
Process to Be 27.1 Information relating to the evaluation and comparison of
Transparent bids and recommendations for the award of a contract shall
be disclosed to bidders 10 days before the award to the
successful Bidder is notified.
Clarification of 28.1 To assist in the examination, evaluation, and comparison of
Bids bids, the Procuring Agency may, at its discretion, ask any
Bidder for clarification of the Bidder’s Bid, including
breakdowns of the prices in the Activity Schedule, and other
information that the Procuring Agency may require. The
request for clarification and the response shall be in writing
or email, but no change in the price or substance of the Bid
shall be sought, offered, or permitted except as required to
confirm the correction of arithmetic errors discovered by the
Procuring Agency in the evaluation of the bids in accordance
with ITB Clause 30.
28.2 No Bidder shall contact the Procuring Agency on any matter
relating to its bid from the time of the bid opening to
publication of evaluation report. If the Bidder wishes to
bring additional information to the notice of the Procuring
Agency, he should do so in writing.
28.3 Any effort by the Bidder to influence the Procuring Agency

in the Procuring Agency’s bid evaluation or contract award
decisions may result in the rejection of the Bidder’s bid.
Examination of 29.1 Prior to the detailed evaluation of bids, the Procuring Agency
Bids and will determine whether each Bid:
Determination 29.1.1 Has been properly signed;
of
Responsiveness 29.1.2 Is accompanied by the required securities;
29.1.3 And is substantially responsive to the requirements of
the bidding documents.
29.2 A substantially responsive Bid is one which conforms to all
the terms, conditions, and specifications of the bidding
documents, without material deviation or reservation. A
material deviation or reservation is one:
29.2.1 Which affects in any substantial way the scope,
quality, or performance of the Services; or
29.2.2 Which limits in any substantial way, inconsistent
with the bidding documents, the Procuring Agency’s
rights or the Bidder’s obligations under the Contract;
or
29.2.3 Whose rectification would affect unfairly the
competitive position of other bidders presenting
substantially responsive bids.
29.3 If a Bid is not substantially responsive, it will be rejected by
the Procuring Agency, and may not subsequently be made
responsive by correction or withdrawal of the
nonconforming deviation or reservation.
Correction of 30.1 Bids determined to be substantially responsive will be
Errors checked by the Procuring Agency for any arithmetic errors.
Arithmetical errors will be rectified by the Procuring
Agency on the following basis:
30.1.1 If there is a discrepancy between unit prices and the
total price that is obtained by multiplying the unit
price and quantity, the unit price shall prevail, and the
total price shall be corrected;
30.1.2 If there is an error in a total corresponding to the
addition or subtraction of subtotals, the subtotals shall
prevail and the total shall be corrected;
30.1.3 If there is a discrepancy between the amounts in
figures and in words, the amount in words will prevail.
30.2 The amount stated in the Bid will be adjusted by the

Procuring Agency in accordance with the above procedure
for the correction of errors and, with the concurrence of the
Bidder, shall be considered as binding upon the Bidder. If
the Bidder does not accept the corrected amount, the Bid will
be rejected, and the Bid Security may be forfeited in
accordance with ITB Sub-Clause 16.5.
Non- 31.1 No bidder (domestic or foreign) shall be eligible for any
Preferential margin of preference in Bid evaluation.
Treatment
F. Award of Contract
Award 32.1 The Procuring Agency will award the Contract to the Bidder
Criteria whose Bid has been determined to be substantially responsive to
the bidding documents and who has offered the lowest evaluated
Bid price, provided that such Bidder has been determined to be:
32.1.1 Eligible in accordance with the provisions of ITB Clause 3,
and
32.1.2 Qualified in accordance with the provisions of ITB Clause
24.
Procuring 33.1 Notwithstanding ITB Clause 32, the Procuring Agency reserves
Agency’s the right to accept all Bids, or to cancel the bidding process and
Right to reject all bids, at any time prior to the award of Contract, without
Accept or thereby incurring any liability to the affected Bidder or bidders or
Reject all Bids any obligation to inform the affected Bidder or bidders of the
grounds for the Procuring Agency’s action.
Notification of 34.1 The Bidder whose Bid has been accepted will be notified of the
Award and award by the Procuring Agency prior to expiration of the Bid
Signing of validity period by email, confirmed by registered letter from the
Agreement Procuring Agency. This letter (hereinafter and in the Conditions
of Contract called the “Letter of Acceptance”) will state services
and other particulars that the Procuring Agency will deliver to the
Service provider in consideration of the execution, completion,
and maintenance of the Services by the Service provider as
prescribed by the Contract
34.2 The notification of award will constitute the formation of the
Contract. Expected data and address for award of contract is
specified in BDS.
34.3 The Contract, in the form provided in the bidding documents, will
incorporate all agreements between the Procuring Agency and the
successful Bidder. It will be signed by the Procuring Agency and
sent to the successful Bidder along with the Letter of Acceptance.
Unless otherwise stated in BDS or Part II, within 14 days of

receipt of the Contract, the successful bidder shall sign the
Contract and return it to the Procuring Agency, together with the
required performance security pursuant to Clause 35.
Furthermore, the selected bidder shall commence the services by
the date specified in BDS.
34.4 Upon fulfilment of ITB Sub-Clause 34.3, the Procuring Agency
will promptly return the bid security of unsuccessful Bidders as
soon as possible.
Performance 35.1 Unless otherwise stated in BDS or Part II, within 07 days after
Security receipt of the Letter of Acceptance, the successful Bidder shall
deliver to the Procuring Agency a Performance Security in the
amount and in the form (Bank Guarantee) stipulated in the BDS,
denominated in the type and proportions of currencies in the Letter
of Acceptance and in accordance with the General Conditions of
Contract.
35.2 If the Performance Security is provided by the successful Bidder
in the form of a Bank Guarantee, it shall be issued either
35.2.1 At the Bidder’s option, by a bank located in the country of
the Procuring Agency or a foreign bank through a
correspondent bank located in the country of the Procuring
Agency, or
35.2.2 With the agreement of the Procuring Agency directly by a
foreign bank acceptable to the Procuring Agency.
35.3 Failure of the successful Bidder to comply with the requirements
of ITB Sub-Clause 35.1 shall constitute sufficient grounds for
cancellation of the award and forfeiture of the Bid Security.
Arbitration 36.1 The Arbitrator will be appointed jointly by the Procuring Agency
and Contracting firm. The decision of the Arbitrator will be final
and binding on both the parties.
Corrupt or 37.1 For the purpose of this provision, the terms set forth below define
Fraudulent corrupt or fraudulent practices:
Practices 37.1.1 “corrupt practice” means the offering, giving, receiving,
or soliciting of anything of value to influence the action of
a public official, bidder or contractor in the procurement
process or in contract execution to the detriment of the
procuring agency; or misrepresentation of facts in order to
influence a procurement process or the execution of a
contract;
37.1.2 “fraudulent practice” is any act or omission, including
misrepresentation, that knowingly or recklessly misleads, or
attempts to mislead, a party to obtain financial or other

benefit or to avoid an obligation;
37.1.3 “collusive practices” is an arrangement among bidders
(prior to or after bid submission) designed to establish bid
prices at artificial, non-competitive levels for any wrongful
gain, and to deprive the procuring agency of the benefits of
free and open competition, and any request for, or
solicitation of anything of value by any public official in the
course of the exercise of his duty;
37.1.4 “coercive practices” is impairing or harming, or
threatening to impair or harm, directly or indirectly, any
person or the property of the person (participant in the
selection process or contract execution) to influence
improperly the actions of that person;
37.1.5 “obstructive practice” is deliberately destroying,
falsifying, altering or concealing of evidence material to the
investigation or making false statements before
investigators in order to materially impede an investigation
into allegations of a corrupt, fraudulent, coercive or
collusive practice; or threatening, harassing or intimidating
any party to prevent it from disclosing its knowledge of
matters relevant to the investigation or from pursuing the
investigation, or acts intended to materially impede the
exercise of the Client’s inspection and audit rights.
37.2 The Procuring Agency will reject a proposal for award if it
determines that the Bidder recommended for award has, directly
or through an agent, engaged in corrupt, fraudulent, collusive,
coercive or obstructive practices in competing for the contract in
question;
37.3 The Procuring Agency will declare misprocurement if it
determines at any time that its representatives were engaged in
corrupt, fraudulent, collusive, coercive or obstructive practices
during the procurement or the execution of that contract,;
37.4 The Procuring Agency will sanction a firm, in accordance with
prevailing Blacklisting procedures under Punjab Procurement
Rules 2014, if it at any time determines that they its
representatives, directly or through an agent, were engaged in
corrupt, fraudulent, collusive, coercive or obstructive practices in
competing for, or in executing, a contract; and
37.5 The Procuring Agency will have the right, requiring bidders,
suppliers, contractors and consultants to permit the Procuring
Agency to inspect their accounts and records and other documents
relating to the Bid submission and contract performance and to

have them audited by auditors appointed by the Procuring Agency.
Section II. Bidding Data Sheet
A. General
ITB
clause
reference
2.1 The Procuring Agency is:
Primary and Secondary Healthcare Department, Government of Punjab
2.2 The Intended Date for commencement of services is 2nd Week of June 2017
2.1 The name and identification number of the Contract is:
TENDER FOR THE ESTABLISHMENT OF CUSTOMER CARE
CENTER SERVICES FOR BIOMEDICAL EQUIPMENT RESOURCE
CENTER (BERC)
Package-A (Call Center Setup Services) AND / OR Package-B
(Provisioning of CMMS services)
Bid / Contract Number No: PSHD/BERC/01/2017
3.3 A list of debarred/blacklisted Consultants is available at PPRA’s website:
www.ppra.punjab.gov.pk
B. Bidding Documents
8.2 and The number of copies of the Bid to be completed and returned shall be:
19.5
One (1) original only
C. Preparation of Bids
11.1 This document has been issued in the English language. Proposals shall be
submitted in English language. All correspondence exchange shall be in English
language.
12.1 The bidding document to be submitted shall comprise of the following:
1. Technical proposal:
a. Power of Attorney to sign the Proposal
b. Tech-1
c. Tech-2
d. Tech-3
e. Tech-4
f. Tech-5
2. Financial proposal:
a. FIN-1
b. FIN-2
3. Any other materials required to be completed and submitted by bidders
Technical and Financial Proposals shall be sealed separately, both enclosed in
one common envelope.
14.1 The currency used for the purpose of this document is:
PKR (Pakistani Rupees)
15.1 The period of Bid validity shall be 60 days after the deadline for Bid submission
specified in the BDS.
16.1 The Bidder shall provide Bid Security in the shape of:
CDR, Demand Draft, Pay Order or Banker’s Cheque but there is no Bid
Security for this particular tender.
17.1 Alternative bids are not permitted.
D. Submission of Bids
20.1 The Procuring Agency’s address for the purpose of Bid submission is
Procurement Cell,
Primary and Secondary Health Department, Government of Punjab
37-D, Main Guberg, off Zaffar Ali Road, Lahore
Pakistan
For identification of the bid the envelopes should indicate:
TENDER FOR THE ESTABLISHMENT OF CUSTOMER CARE
CENTER SERVICES FOR BIOMEDICAL EQUIPMENT RESOURCE
CENTER (BERC)
Package-A and/or Package-B
Bid / Contract Number No:
Bid / Contract Number No: PSHD/BERC/01/2017
20.1 The deadline for submission of bids shall be 1100 hours on 20th May 2017
19.1 The bidder shall NOT have the option of submitting their Proposals
electronically
E. Bid Opening and Evaluation

23.1 Bids will be opened at 1130 hours of the day 20th May 2017 at the following
address
Procurement Cell,
Primary and Secondary Health Department, Government of Punjab
37-D, Main Guberg, off Zaffar Ali Road, Lahore
Pakistan
24 Bid Opening and Evaluation for Package-A (Call center Setup Services)
Sr. No Category Marks

i Relevant Experience of establishment of call center 35
ii Reporting Software Development Experience for 15
call center
iii Relevant vehicle and staff tracking Experience 21
iv Quality of Methodology, Work Plan 15
v Human resource and training capabilities 14
Total 100
Minimum passing marks required 65
(i) Relevant Experience of establishment of Call center

[35 Points]
The bidder is required to provide the details of clients where its Call Center
is deployed and functional worldwide or within Pakistan for projects
undertaken in the last 5 years. The bidder is required to provide
details/proof of its experience on the establishment of any of call center or
provisioning & training of resources for call center. Moreover, bidder
should have working experience on establishing data and voice network
infrastructure for this project and to maintain such networks to keep them
functional. The procuring agency shall evaluate the aforementioned
projects on the basis of pro rata basis. The procuring agency may require
additional information or request to view its deployments, if deemed
necessary.
 Experience: 10 point(2 points/year)
 Number of National Client: 10 Points (2 point/ client)
 Number of International clients: 6 points (3 points/client)
 Establishment and operation at client site: 9 points (3 points/client)
(ii) Reporting Software Development Experience for Call Center:

[15 Points]
The bidder is required to provide details of most relevant and best

customized reporting software against Call Center deployments for
Customer Care service for different industries along with online dashboard
capabilities developed for projects undertaken within the last 5 years. The
Procuring Agency shall evaluate the aforementioned projects on the basis
of their similarity, methodology, quality and output. The procuring agency
may require additional information or request to view software, if deemed

necessary.
 Successful deployments of Relevant software: 10 points (2 points/
client)
 Dash board capability experience: 5 points (1 points/ client)
(iii) Relevant vehicle and staff tracking System Experience

[21 Points]
Bidder should have prior experience of providing hardware & software

services for vehicle and staff tracking System. The procuring agency
shall evaluate aforementioned experience based on length of experience
and similarity of projects handled to current Scope of project.
 Experience for vehicles tracking and relevant hardware installation:

9 points (3 points/ year)
 Experience for staff (mobile phones) tracking System:
 Google Map based monitoring system
iv) Quality of Methodology, Work Plan: [15 Points]
The bidder shall submit working methodology, work plan and time schedule
for provision of the required services. The procuring agency shall evaluate the
methodology on the following parameters:
 Working methodology is clear and responds to Scope of
Services/project 3 Points
 Work Plan provides a detailed activity list 3 Points
 Sufficiency of staff and other resources to carry out execution on
intended scale 3 Points
 Time Schedule is aligned with the timelines of project 6 Points
v) Human resource and training capabilities (14 Point)
The bidder should have to arrange the capable staff for call center operation
and get them trained as well. The procuring agency will evaluate the aforesaid
capability by checking the staff experience and training facilities available with
bidder.
 Trained Call Agents having minimum 6 months experience
(1 points / 2 Agents)
Bid Opening and Evaluation for Package-B (Provisioning of CMMS

services)
Only world renounced and experienced firms having numerous deployments

worldwide or in Pakistan as per WHO standards are eligible to apply for
bidding of Package-B.
Sr. Category Marks

No
1 Experience of deployment of CMMS software 40
2 Customized Reports Development Experience 10
3 Cloud based database storage and application software 20
4 Human resource and training capabilities for operation 10
and maintenance of software application
5 International recognition of software 20
Total 100
Minimum marks required 65
1. Experience of deployment of CMMS software: (40 Points)
The bidder is required to provide the detail of clients where CMMS is deployed
worldwide or within Pakistan for health care facilities as well. It is also
required to provide details/proof of its experience on the deployment of
CMMS. The procuring agency shall evaluate the aforementioned projects on
the basis of duration of experience, number of clients both national and
international, and working experience on similar projects. Moreover, extra
credit will be given for healthcare projects. The procuring agency may require
additional information or request to view its deployments, if deemed necessary.
 Experience and deployment of software internationally: 10
(2 Points/country)
 Number of clients (National): 10 (1 Points/Clients)
 Experience of deployment of software in healthcare facilities 20 points
(2 point per healthcare facility)
2. Customized Reports Development Experience (10 Points)
The bidder is required to provide details of at least 3 most relevant and best
customized reporting application for CMMS along with online dashboard
capabilities developed for projects undertaken within the last 5 years. The
procuring agency shall evaluate the aforementioned projects on the basis of
their similarity, methodology, quality and output. The procuring agency may
require additional information or request to view application software for
report customization, if deemed necessary.
 Successful deployment of customized reporting tool 5 point

(1 points/client)
 Dashboard development capabilities for quick overview 5 points
(1 points/client)
3. Cloud based database store and application software (20 Points)
The bidder is required to have independent, functional and uninterrupted Cloud

based data center availability and separate access control to application along
with backup facility. Also it is required to provide the detail of cloud based
clients where CMMS is deployed worldwide or within Pakistan. The procuring
agency shall evaluate the aforementioned projects on the basis of number of
cloud based clients both national and international. The procuring agency may
require additional information or request to view its deployments, if deemed
necessary.
 Availability of cloud base datacenter 5 Points
 Separate access control for application 5 Points
 Complete automatic backup facility for databases and all
operational functionalities 5 Points
 Number of cloud based clients. 5 Points (1 points/ Client)
4. Human resource and training capabilities for operation and

maintenance of software application (10 points)
The bidder should have to trained staff for smooth operation and maintenance
of CMMS and has training capabilities to train the procuring agency staff for
the operation and troubleshooting of software application. The procuring
agency will evaluate the aforesaid capability by checking the provided staff
experience and training facilities available with bidder.
 Availability of trained staff for smooth and trouble free 24x7
software operation without interruption 5 Points
 Availability of local as well as foreign training facility for procuring
agency staff for software operation and trouble shooting 5 Points
5. International recognition of software (20 points)

The bidder should have the international recognition from any international
reputable organization. The claim should be accompanied by necessary
documentation. The procuring agency can verify it from its own resources.
 International recognition from any international organization 20 Points

(5 points/ organization)
25.3 Financial Proposal shall include all applicable taxes
F. Award of Contract
34.2 Expected date and address for Award of Contract:
Date: Early June, 2017
Address: Primary and Secondary Health Department, Government of Punjab
37-D, Gulberg, Lahore
34.3 Expected date for the commencement of services:
3rd Week of June, 2017
35 The Performance Security acceptable to the Procuring Agency shall be in the
Standard Form amounting 2% of the contracted value in shape of Bank Guarantee
which will be valid for one year.
Section III. Bidding Forms

Standard Bidding Forms shall be used for the preparation of the Technical and Financial
Proposal according to the instructions provided in Section 2
{Notes to Bidders shown in brackets {,[,],} throughout Section 3 provide guidance to the
Bidders to prepare the Technical Proposal; they should not appear on the Proposals to be
submitted
Table of Forms
Technical Proposal – Standard Form

TECH 1: Technical Proposal Submission Form .................................................................32
TECH 2: Bid Security ............................................................................................................33
TECH 3: Relevant Call Center establishment and Software Development

Experience ..................................................................................................................34
TECH 4: Relevant CMMS and Inventory Management Experience ..............................36
TECH 5: Approach, Methodology, and Work plan ...........................................................37
FIN 1: Financial Proposal Submission Form ......................................................................39
FIN 2: Detail Breakdown of Costs ........................................................................................40

TECH 1: Technical Proposal Submission Form

[date]
To: The Secretary

1-Birdwood Road, Lahore
We, the undersigned, offer to provide the requested services as in accordance with
your Request for Proposal dated [insert date here]. We are hereby submitting our Proposal,
which includes this Technical Proposal, and a Financial Proposal sealed under a separate
envelope.
We are submitting our Proposal in association with: [Insert a list with full name
and address of each associated Service Provider (if any, otherwise delete this line)]
We hereby declare that:
(a) All the information and statements made in this Proposal are true and we accept
that any misinterpretation or misrepresentation contained in this Proposal may
lead to our disqualification by the Client and/or may be sanctioned by the
Procuring Agency.
(b) Our Proposal shall be valid and remain binding upon us for the period of time
specified in the Data Sheet, Clause 15.1.
(c) We have no conflict of interest in accordance with ITC 4.
d) We meet the eligibility requirements as stated in ITC 3, and we confirm our
understanding of our obligation to abide by the policy in regard to corrupt and
fraudulent practices as per ITC 37.
(g) Our Proposal is binding upon us and subject to any modifications resulting from
the Contract negotiations.
We undertake, if our Proposal is accepted and the Contract is signed, to initiate the
Services related to the assignment no later than the date indicated in Clause 34.2 and 34.3 of
the Data Sheet.
We understand that the Client is not bound to accept any Proposal that the Client
receives.
Yours sincerely,
Authorized Signature {In full and initials}:

Name and Title of Signatory:
Name of Service Provider (company’s name or JV’s name):
Address:
Contact information (phone and e-mail):
{For a joint venture, either all members shall sign or only the lead member, in which
case the power of attorney to sign on behalf of all members shall be attached}
TECH 2: Bid Security
(Bid Security to be furnished by the Bidder in the amount specified in Data sheet in the form
of Demand Draft. Pay order or CDR) but there is no Bid Security for this particular tender.
TECH 3: Relevant Call Center establishment and Software

Development Experience
1. Individual 1.1 Constitution or legal status of Bidder: [attach copy]

Bidders or
Individual Place of registration: [insert]
Members of Principal place of business: [insert]
Joint Ventures Power of attorney of signatory of Bid: [attach]
1.2 Total annual volume of Services performed in five years, in the
currency specified in the BDS: [insert]
1.3 Services performed as prime Service Provider on the provision of
Software Development Services of a similar nature and volume
over the last five years. The values should be indicated in the
same currency used for Item 1.2 above. Also list details of work
under way or committed, including expected completion date.
Name of client and Type of Services provided Duration Value of contract

country (brief description) and year of
completion
{e.g., Ministry of {e.g., “Developed software e.g., Jan.2011– {e.g., PKR 3 mill}
......} for...............” } Apr.2012} – 15
Months
2. Joint Ventures 2.1 The information listed in 1.1 - 1.3 above shall be provided for
each partner of the joint venture.
2.2 The information in 1.12 above shall be provided for the joint
venture.
2.3 Attach the power of attorney of the signatory(ies) of the Bid
authorizing signature of the Bid on behalf of the joint venture.
2.4 Attach the Agreement among all partners of the joint venture (and
which is legally binding on all partners), which shows that
(a) all partners shall be jointly and severally liable for the
execution of the Contract in accordance with the Contract
terms;
(b) one of the partners will be nominated as being in charge,
authorized to incur liabilities, and receive instructions for
and on behalf of any and all partners of the joint venture;

and
(c) the execution of the entire Contract, including payment,
shall be done exclusively with the partner in charge.
3. Additional 3.1 Bidders should provide any additional information required in the
Requirements BDS and to fulfill the requirements of ITB Sub-Clause 4.1, if
applicable.
TECH 4: Relevant CMMS and Inventory Management

Experience
1. Individual 1.1 Services performed as prime Software Developers and Service

Bidders or Provider on the provision of CMMS and Inventory Management
Individual Services of a similar nature and volume over the last five years.
Members of Also list details of work under way or committed, including
Joint Ventures expected completion date.
Name of client Type of Services provided Duration Value of contract

and country (brief description) and year of
completion
{e.g., Ministry of {e.g., “Software and Service e.g., Jan.2011– {e.g., PKR 3 mill}
......} for...............” } Apr.2012} – 15
Months
TECH 5: Approach, Methodology, and Work plan
A description of the approach, methodology and work plan for performing the assignment,
including a detailed description of the proposed methodology and staffing for training, if the
Terms of Reference specify training as a specific component of the assignment.
{Suggested structure of your Technical Proposal:
a) Technical Approach and Methodology

b) Work Plan
a) Approach and Methodology. {Please explain your understanding of the objectives of

the assignment as outlined in the Terms of Reference (TORs), the technical approach,
and the methodology you would adopt for implementing the tasks to deliver the
expected output(s), and the degree of detail of such output. Please do not repeat/copy
the TORs in here.}
b) Work Plan. {Please outline the plan for the implementation of the main activities/tasks
of the assignment, their content and duration, phasing and interrelations, milestones
(including interim approvals by the Client), and tentative delivery dates of the reports.
The proposed work plan should be consistent with the technical approach and
methodology, showing your understanding of the TOR and ability to translate them
into a feasible working plan. A list of the final documents (including reports) to be
delivered as final output(s) should be included here. The work plan should be consistent
with the Work Schedule Form.}
CHECKLIST OF FORMS
Required
FORM DESCRIPTION Page Limit
(√)
√ TECH 1 Technical Proposal Submission Form. N/A
“√ “ If TECH 1 If the Proposal is submitted by a joint venture, N/A
applicable Attachment attach a letter of intent or a copy of an existing
agreement.
“√” If Power of No pre-set format/form. In the case of a Joint N/A
applicable Attorney Venture/consortium, several are required: a
power of attorney for the authorized
representative of each JV member, and a power
of attorney for the representative of the lead
member to represent all JV members
√ TECH 2 Bid Security Form (Not applicable) N/A
√ TECH 3 Bidder’s Experience in establishment of Call N/A
Center and Software Development
√ TECH 4 Description of the Approach, Methodology, and N/A
Work Plan for Performing the Assignment
FIN 1: Financial Proposal Submission Form
{Location, Date}
To: [Name and address of Client]
Dear Sirs:
We, the undersigned, offer to provide the services for [Insert title of assignment] in
accordance with your Request for Proposal dated [Insert Date] and our Technical Proposal.
Our attached Financial Proposal is for the amount of {Indicate the corresponding
amount(s) currency(ies)} {Insert amount(s) in words and figures}, inclusive of all taxes in
accordance with Clause 25.3 in the Data Sheet. The estimated amount of taxes is {Insert
currency} {Insert amount in words and figures}. {Please note that all amounts shall be the
same as in Form FIN-2}.
Our Financial Proposal shall be binding upon us subject to the modifications resulting
from Contract negotiations, up to expiration of the validity period of the Proposal, i.e. before
the date indicated in Clause 15.1 of the Data Sheet.
No commissions or gratuities have been or are to be paid by us to agents or any third

party relating to this Proposal and Contract execution.
We understand you are not bound to accept any Proposal you receive.
We remain,
Yours sincerely,
Authorized Signature {In full and initials}:

In the capacity of:
Address:
E-mail: _________________________
{For a joint venture, either all members shall sign or only the lead member/Consultant,
in which case the power of attorney to sign on behalf of all members shall be attached}
FIN 2: Detailed Breakdown of Costs

Name of Bidder__________________________________________________________________
Package-A
i. HARDWARE:
Item. Total Price

Name of Item Country of Unit Price
No. Make Model Qty for each item
Manufacturer (Pak Rs)
(Pak Rs)
ii. MANPOWER COST (AGENTS):
Item. Total Price

Unit Price
No. Shift Qty for each item
(Pak Rs)
(Pak Rs)
Day (Agent) 3
Supervisor 2
Evening (opt) 3
iii. INTEGRATION SOFTWARE:
Item. Total Price

Unit Price
No. Particulars of software for each item
(Pak Rs)
(Pak Rs)
1
Vehicle Tracking
2
Human Tracking
3
CRM
iv. COST OF AFTER SALE SERVICE HARDWARE & SOFTWARE:
The Price shall be quoted per annum for both components.
TOTAL EVALUATION COST Package-A = Cost of i + Cost of ii (stand)+ Cost of iii+ Cost of iv(NPV)
Package-B
v. INTEGRATION SOFTWARE:
Item. Total Price

Unit Price
No. Particulars of software for each item
(Pak Rs)
(Pak Rs)
1 CMMS and Inventory
Management System
2
Licensing cost per annum
3
Cloud hosting per annum
4
Remote support per annum
5
Others
TOTAL EVALUATION COST Package-B = Cost of v
Sign and Stamp of Bidder_________________________________________________

Note: In case of discrepancy between unit price and total, the unit price shall prevail.
Section IV. Scope of Services

Customer Care Center for BERC

The Biomedical Equipment Resource Center will manage the maintenance system through the
networked Computerized Maintenance Management System (CMMS) and an outsourced 24x7
Customer Centre to ensure uptime of 95% of all medical Equipment in DHQs and THQs.
Customer Care Center of BERC has two components Call Centre Setup services and the
provisioning of CMMS and Inventory Management system services.
The tender for Establishment of Customer Care Center for BERC comprise of mainly two
packages, which are mentioned below. Any bidder can bid for any one or both packages at
time. It should be clearly mentioned by the bidder while submitting the bid that the submitted
bid is for which package or both. The bid will be evaluated separately being an independent
packages:
1. Package-A (Call Center Setup services)

2. Package-B [Provisioning of Computerized Maintenance Management System
(CMMS) services]
Package-A (Call Center Setup Services):

The responsibilities under the Call Center Setup services comprises of:
1. Provisioning of hardware and software for call center setup along with HR for call
center.
2. Answer and Forward Call/Complaints from the DHQ & THQ hospitals to the
biomedical Workshops, vendors, third party service providers and BERC.
3. Input Data and generate trouble ticket/work order/ Complaint Request.
4. Coordinate and Track Complaint Requests including tracking of workshop vehicles and
staff. Tentative count of vehicles for tracking will be 15 in total and about 100 staff
members who be tracked.
5. Take Customer Feedback (End user i-e; MS & staff of the Hospital etc.)
Requirements of Service Provider
 The service provider shall develop the infrastructure setup along with software for call
center. Software will be developed & deployed for call handling, voice recording of
calls, compiling database, Call Detail Records etc. and will have direct linking with
web based internet application software (Computerized Maintenance Management
System-CMMS). The software will provide callers profile, caller history, making of
database, location of mobile Workshop vehicles & staff along with other tracking
parameters, and will also allow data entry amongst other software applications and
functions. P&S Healthcare Department shall provide inputs regarding further software
customization and the service provider shall correspondingly develop and update the
software as per the inputs. The service provider shall provide complete access of the
software to P&S Healthcare Department with at least three years operational warranty.
Service provider will also provide services to improve/de-bug the software for at least
3 months after the contract has ended and access to the software has been provided to
P&SHD (BERC team).
 It will be the responsibility of call center service provider to provide human resource
for call center agents (CSRs), call center supervisors and Network administrator for
software and infrastructure related issues resolution. The call agent and supervisors will
be under direct control of BERC. Moreover, the selection of call center agents and
supervisors will be selected with the consent of P&SHD. The qualifications for the
candidates for Call Agents and Supervisors should be engineering. The software which
has to be run will be of technical nature so Call Center staff have to respond the calls
technically. The requirements will be as follow:
 Call Agent: Minimum Diploma of Associate Engineering in Biomedical /

Electronics having experience of biomedical equipment; Bachelor’s degree
holder will be preferred.
 Call Center Supervisor: Minimum Bachelor’s in Biomedical Engineering /
Electrical Engineering / Electronics Engineering / Telecom Engineering, BS in
computer science (Honors)
 Power and space for call center agents, supervisors and for necessary call center
hardware will be provided by P&SHD at its own premises.
 Provisioning of desktop computers for call center staff along with standalone UPS for
work stations will be the responsibility of bidder.
 Provisioning 10KVA UPS along with maintenance free batteries for power backup of
at least one hours in case commercial power failure, for call center servers and voice
gateway etc.
 Provisioning of 48 inch LED screen for dashboard display for call center KPIs and live
vehicle & staff tracking.
 Installation of servers rack and other necessary equipment in provided space along with
the cabling and allied works on turnkey basis for the handover of project.
 Provisioning of hardware (for vehicle tracking) and software for vehicle & staff
tracking.
 Features of Call center Software will include:
o Quick search feature for easy access to records
o Entering and viewing records including personal information and contact
details
o Automatic production of acknowledgement email or SMS
o Records and tracks key events, deadlines and outcomes
o Track location of vehicle along with other tracking parameter like stoppage
timing, vehicle movement alert, geographical location on Google map for
vehicle as well staff etc.
o Ensure that tracking of staff should be available even if there is no balance in
the GSM SIM. Moreover, tracking of vehicle should be available through GPS
system.
o Highlights overdue actions in progress screen
o Measures time between key milestones and events
o Tailored drop down lists for consistent and simple data entry
o In-built standard call center reports
o Custom reports feature for creation of ad-hoc statistics
o Multi-tiered, user-level access allows administrators to allocate user
permissions and security level
 The database will be maintained and updated through Call Center application (CRM)
by integrating the Inventory Management and CMMS software. Both applications
should be update for database update through single input from CRM application.
 Service provider will establish a dashboard to display all ongoing daily activities in the
system. The dashboard will display real-time location of mobile workshop vehicle and
staff. A reporting module will be established for online reporting on dashboard and
prescribed forms.
 Server administration, management, troubleshooting, support, database backups,

resolution and recovery will be responsibility of service provider as per SLA which is:
1. There should be 95% uptime for Call Center Services and will be calculated on
monthly duration.
2. Penalty will be equivalent to the amount which will be calculated by the percentage
number by which there is breach in threshold up time value and multiplying it with
the monthly invoice of bidder. For example for one month the up time is of 94%
achieved. In this case there is breach of 1% in uptime threshold. So the penalty
amount will be calculated by multiplying 1% with the total amount of month
invoice.
3. Every fault need to be addressed within half an hour.
4. Rectification of fault should be within hour time related to service outage and
malfunctioning.
5. Any other delays or substandard performance/service will also be penalized at the
rate of 5% of deduction from monthly invoice.
 A communication system will be established in the system based on landline as well as
GSM (as a backup for voice connectivity) for communication and smart application
based tracking.
 The service provider’s services of the call center shall be in accordance with
international standards and regulations. The call center shall be fully equipped with all
required hardware and software for provision of call center services.
 A feedback mechanism will be established & robo calls would be generated. The
service provider will also provide automatic SMS generation service.
 A vehicle tracking system will be used to track location of the workshop vehicle to
ensure provision of timely maintenance. It will be the responsibility of the service
provider to track the location of the vehicle through provided API from car tracking
company application or from own installed software for tracking.
 The service provider shall dedicate 3 call center agents in one morning shift, 2 in
evening shift with one supervisor (opt) for coordination. The schedule of agents shall
be devised by the service provider and shall be made functional only after approval of
P&S Health Department. Two/ Three shifts shall be functional but starting in initial
phase it will be a morning shift only and later on service will extended 24x7. Shift
timings would be 8 hours with one hour paid break. Each agent shall operate a
maximum of 48(8x6) hours per week and if one shift is missed, one complete day shall
be considered as a holiday per agent. The service provider shall ensure placement of
backup call center agents to make up for any authorized absence of one or more agents.
 The service provider will provide one supervisor to coordinate and check the operations
of call agents. Manager will also be responsible for helping to coordinate field
operations.
 The P&SHD shall take necessary actions to obtain a toll free number/short code and
PRI connectivity. All necessary actions (including liaison with PTA, PTCL and NTC)
shall be taken by the P&SHD at its own cost to obtain a toll free number/short code.
 For PRI connectivity IP connectivity from FE interface of IP switch will be provided

for connection to service provider voice gateway/IP PABX. So convertor box from
FE/IP to TDM/ISDN PRI connectivity need to be quoted by service provider as an
optional items in their offer.
 The service provider will provide training to Call Center agents on the use of call center
software and for conversational communication. Training will be the responsibility of
the service provider and any material used to train can be shared with P&SHD.
 The service provider shall make use of a backup server for ensuring safety of the data.
Various methods such as clustering, mirroring may be used for ensuring safety, backup
of the data and for ensuring uninterrupted operations. Backups can also be placed
offsite or on site at different location. A backup shall be provided to P&S Health
Department on demand. Server administration, management, troubleshooting, support,
database backups, resolution and recovery will be the responsibility of service provider.
 P&S Health Department shall have exclusive ownership and rights of all data, software
(including source code), processes etc. Service Provider shall not share the data,
software (including source code) and information about processes with any party. The
service provider shall take measures to ensure privacy, security and confidentiality of
data.
 Access rights for users of software must be multi-tiered.
 Number of calls per month will be approximately 2,000. This is an estimate and can
vary considerably. Service Provider should be prepared to increase the number of call
center agents and stations over time if necessary.
 Call center will be handling both inbound and outbound calls. The service provider will
provide initially for one year which will be extendable for three years.
 Bidder / service provider is also responsible for the normal operation of call center for
which it has to provide the network administrator services for the period of three years
as per below mentioned required qualification for the smooth operation & working of
call center and for the software related faults rectifications.
Network Administrator/Software Developer Qualifications:
Education: Software Engineer/ Bachelors in Computer Science (Honors)/ BS IT,
preferably certification in CCNA/JNCIA/MCSE
Minimum experience: At-least 3 years (as Network administrator/ software
developer)
Age: Less than 40 Years
Section V. Specifications
TECHNICAL SPECIFICATIONS (FOR PACKAGE-A HARDWARE)

On completion of Call Center Setup contract all the mentioned below hardware will be the
property of P&SHD.
Desktops for Call center ….. 4 No.s:

Processor: Intel Core i7-6700 with Intel HD Graphics 530 (3.4 GHz, up to 4GHz
with Intel Turbo Boost, 8 MB cache, 4 cores)
Memory: 08-GB DDR4 2133 RAM
Hard Disk: 01-TB 7200RPM SATAIII-6G
5.25in Internal Optical Drive(s): DVD±R/±RW DVD±R DL, DVD-RAM, and CD-
R/RW
Floppy Drive: N/A
Digital Media Card Reader: N/A
Audio: Integrated Realtek ALC221 High Definition audio codec
VGA Card Standard: Integrated Intel HD Graphics
Keyboard: USB Standard Keyboard; Mouse: USB 2‐button Optical Scroll Mouse
Display: 20” LED
UPS: 650VA UPS
Operating System: Windows 10 with MS office 2013 or above
Warranty: 1 Years for Desktop Warranty inclusive of LED & 1 year for UPS.
Server for Call center (For active and backup configuration) ….. 1 No.:
Processor: 2 x Intel® Xeon® E7-4820 v4 1.90GHz,25M Cache,6.4GT/s (115W)
Processor Sockets: 2
Chipset: Intel C600 series chipset or higher
Ram: 8 x 16GB DDR4, 2133MT/S,
Hard Disk: 4 x 1.2TB 10K RPM SAS 12Gbps 2.5in Hot-plug Hard Drive
I/O slots: Up to 3 x PCIe 3.0 plus dedicated PERC slot
Drive bays: Internal hard drive bay and hot-plug backplane
Up to 16 x 2.5" HDD: SAS, SATA, near line SAS SSD: SAS, SATA Up to 8 x 3.5"
HDD: SAS, SATA, near line SAS SSD: SAS, SATA
Embedded NIC: 4 x 1GbE, 2 x 10+2GbE, 4 x 10GbE NDC
PERC Card: PERC H730 Integrated RAID Controller, 1GB Cache
IDARC: iDRAC8 Express, integrated Dell Remote Access Controller
Optical Drive: DVD+/-RW, SATA, Internal
Ready Rails: Ready Rails Sliding Rails with Cable Management Arm (2U)
Power Supply: Dual, Hot-plug, and Redundant Titanium Efficiency Power Supply
(1+1), 1100W
Display: 20'' LED or higher
Operating System: Window server 2012 Standard Edition or Higher ((Licensed))
Mouse: USB Optical Mouse
Key Board: USB Entry Business Keyboard (English)
Antivirus: Kaspersky Server Edition (Registered) with Media
Deployment: Complete installation, configuration, Testing, Technical Support and

complete management/Configuration training to the nominated staff as per requirement.
Warranty: 3 years comprehensive on-site replacement warranty with parts from the date
of delivery & Technical Support by vendor.
10 KVA UPS for call center backup power supply for one hour …. 1 No.:
-Inverter technology
-On line
-Stabilized output
-Maintenance free batteries for 1 hour at least backup
Call center voice gateway/PABX ….. 1 No.:

-Having PRI interface card along with 15 IP telephone extensions.
-Call recording and IVR capability.
-12 Extension IP telephone with four programmable keys, speaker phone, call
forwarding, call conference facility, line shifting and DOD feature etc.
- 3 IP telephone for call center agents with above specs with headphone and mics.
Laptops ….. 8 No.:

Core i7-7500U - 2.7GHz turbo up to 3.5GHz, 8GB DDR3, 1TB, DVD/RW, 15.6"
AG+BL, FINGER PRINT scanning, BACKLIT K/B, Ethernet (10/100/1000); WEBCAM
HD, OS:DOS, USB 2.2 and HDMI ports
1 Year comprehensive Warranty
ACCESSORIES:
Standard and Durable Laptop Bag
(Please quote price of Lap Top Bag separately)
LED TV 48 inch …… 1 No.:
LED (TV) 48"

UHD Flat - Smart TV
Resolution: 1920 x 1080 or higher
Screen Size (cm): 129 cm
Dynamic Contrast Ratio: Mega OCR Clear Motion Rate: 200 or higher Wide Color
Enhancer (Plus)
Picture Engine: 30 Hyper Real
Dolby: MS10
DTS Premium Sound: 5.1 or higher
Sound Output (RMS): 1 OW x 2
Speaker Type: Down Firing + Android version: 4.4 or higher
HDMI: 4 or higher
USB: 3 or higher
Processor: Quad Core or higher
Features: Apps, Skype TM on TV, Web Browser, Voice Control, DTV Tuner/DVB-
TIC/MHP/MHEG/HbbTV/ACAP/GINGA/OHTV HbbTV Convergence, Wi-Fi Direct
Component In: (Y/Pb/Pr)
Composite In: (AV)

Ethernet (LAN)
Digital Audio Out (Optical)
MHL: 3
Dongle Ready (3G I LTE)
HDMI 1.4 30 Auto Setting
HDMI 1.4 A/Return Ch. Support
Wireless LAN Built-in
Bezel Type VNB (1 Omm)
Camera: Built-in
Camera Type: HD or higher Channel List USB-Clone Connect Share TM (HOD)
Connect Share TM (USB 2.0) or higher
Network Speaker Support, PVR Ready OSD Language
BT HID Built-in, USB HID Support
GUI: Golden Bridge
Power Supply: AC220-240V 50/60Hz,
Remote Controller Model: TM1470A, TM1240A
Deployment: Complete installation, Technical Support and complete
management/Configuration training to the nominated staff.
Warranty: 3 years comprehensive on-site replacement warranty with service and parts
from the date of delivery.
IP FE to TDM based PRI converter box …… 1 No.:
For E1 based connectivity to voice gateway from Cisco IP switch to call center voice
gate.
Additional Information
It is expected that any vendor submitting a proposal will demonstrate extensive and
substantial qualifications, capabilities and experience in developing, installing and
supporting Call center Services, including successful provision of the similar products and
services to health institution or elsewhere nationally or internationally. Primary and
Secondary Health Department intends to select a vendor on the basis of the proposal
received in response to this RFP and any other information it obtains from other sources
regarding the scope of the project and the vendor. P&SHD reserves the right to make its
final decision independent of any or all of the above factors.
Package-B (Provisioning of CMMS services):

Scope of Service
The CMMS is a networked software package for medical equipment inventory and complaint
management and will include inventory, functionality and utilization status, complaint
management and work order system, service history, inspection and periodic maintenance
schedules, equipment and service performance indicators such as down time, repetitive
breakdowns and timely maintenance, also display of Key Performance Indicators on dash board
and provisioning of reports in tabular and graphical form (Graphs, bar charts, Pie chart, gauges,
indications etc.). The P&SH department wants to implement a CMMS with an inventory
management system to monitor the maintenance and procurement operations for biomedical
equipment in all DHQs and THQs through Biomedical Equipment Resource Centre (BERC).
CMSS will ensure uptime of 95% of all medical Equipment in DHQs and THQs by aiming that
at no given point in time, a single breakdown there are more than 7 days from the date and time
of registration of the problem to return to service. The firms having the world renowned
experience & having numerous CMMS deployments worldwide and/or within Pakistan with all
WHO recommended features & requirements are required for the participation of this package.
The responsibility of the firm would be to provide system integrated into a bespoke (custom
made) software for CMMS and Inventory Management.
CMMS and Inventory Management Software
Architecture
CMMS will be used to:

 Standardize and harmonize information by importing and updating info into the
inventory database and exporting utilities
 Assist in the monitoring of planned inspection and planned periodic & corrective
maintenance, schedule and track periodic maintenance & repairs
 Raise Status flags indicating current status of the equipment (e.g; operational, out of
order, under installation, awaiting spares, due for replacement)
 Monitor equipment performance indicators such as mean time between failures, down
time and maintenance costs for individual or equipment groups of the same model, type
or manufacturer;
 Monitor and provide reports for maintenance providers performance indicators such as
repeated repairs for the same problem, average down time associated with individuals,
and productive work time for individuals or groups;

 Generate reports that can be used to plan procurement activities, user training programs
and to qualify and evaluate supplier and maintenance based on equipment failure trends
in certain departments or health facilities;
 Host libraries of training, user manuals for operations and safety information;
 Generate reports to assist in the monitoring and improvement of the productivity,
effectiveness and performance measurement.
 The CMMS should be provided with the administrative control of users for system
access level definition for security setup, configuration & database control
management and task assignment management of different staff and vendors.
System Features
The CMMS should be a comprehensive, robust user friendly, intuitive system. The software
should be Software as a Service (SAAS) with at least three years operational warranty and
application should be managed by the vendor. The system needs to be a 100% Internet –based
application requiring no installation on the client’s Machine and should be deployed over the
Internet on cloud base technology. It should be an Open architecture with a scalable connection
(design and architecture to be used regardless of whether application has 2 or unlimited
concurrent users) allowing integration to other applications on similar or different platforms
built using standard Microsoft or any other Web technologies and should include mechanism
to prevent simultaneous or erroneous updating. All of this should backed up by an excellent
24/7 customer care and support services provided by skilled team of software developers,
business and project managers, and administrators who are all experienced in working on such
a system.
The system should provide backup services. Any removable media device or redundant server
can be used to back up the data. Additionally the system should also have an in-built backup
routine. The system should allow networking facility and all the system data should be stored
on one machine or cloud configuration with redundant back up for seamless shifting in case of
failure of primary site.
Key Features would include:
• Quick search feature for easy access to records

• Extensive complaint records including personal information and contact details
• Multiple issues can be stored against one complaint
• Investigator record including caseload details/allocations
• Quick and easy logging of a complaint
• Capable of storing details of both direct and third party complainants
• Automatic production of acknowledgement email or SMS
• Records and tracks key events, deadlines and outcomes
• Highlights overdue actions in progress screen
• Measures time between key milestones and events
• Creates record cards including progress at the click of a button
• Space to record unlimited case notes
• Tailored drop down lists for consistent and simple data entry
• Comprehensive Diary, automatically alerts and generates reminders for all key events
• In-built reports
• Custom reports feature for creation of ad-hoc statistics
• Built-in audit trail recording user data changes
• Multi-tiered, user-level access allows administrators to allocate user permissions and
security level
 Medical library module for biomedical equipment specification, details, comparison and
analysis. Separate Price need to be quoted. (Optional)
The high level CMMS functionality flow diagram is:
The Software should consist of 4 main key areas Complaint/ Maintenance Module,
Resource/Inventory, Contract Management and Reports.
1. Complaint/Maintenance Module
The maintenance module assists the user of the CMMS programmer to effectively manage
their maintenance schedule. The CMMS can be used for both planned preventive maintenance
and corrective maintenance. Planned preventive maintenance with the appropriate inputs, the
computerized system can provide automatic alerts on provided date and time about due planned
maintenance. The package can also monitor the maintenance process and log when it has been
completed. Fields required for this module may include:
• Equipment-specific acceptance testing, inspection and preventive maintenance procedures
• Equipment-specific acceptance testing, inspection and preventive maintenance schedule

• Frequency of equipment fault
• Estimated equipment running hours
Corrective maintenance/Complaints
When an equipment user reports a problem with a piece of equipment, the call center agent can
log the fault in the CMMS system (Phase 1 initially) and end user can have ability to directly
report the compliant directly on application software directly (In future Phase 2). The program
will automatically generate a work order and allow the manager of the system to assign a
service to the job. The CMMS program can provide information regarding in-house or
outsourced maintenance to assist with this decision. If an initial evaluation of the fault
identifies that a specific part is required to complete the job, the computerized system can
record this and provide appropriate ordering information about the part. Once a complaint is
logged CMMS can produce an acknowledgement, tailored according to the type of complaint,
and will set the clock ticking towards the first milestone. Every date in the process can be
recorded and reminders automatically generated in accordance with P&SHD provided
procedures to respective stakeholders. Correspondence and communication should be tracked
and escalated to predefined higher hierarchy on the breach of set time lines for job. When the
job is complete the status of the equipment can be logged in the system and work order can be
closed instantly after user satisfaction remarks have been fed in. Whether preventive or
corrective, priority levels for the maintenance to be done can be assigned with reference to the
equipment risk, the strategic value to the health facility, and the availability of back-up
equipment. In addition, maintenance work order forms can be generated in electronic format
to include the relevant maintenance procedures required to complete the work order
• Work order manager
• Scheduling
• Priority
• Service charges (e.g. labour time, spares)
• Integrated fields
• Customized fields
Within the complaint record one should be able to store specific details of the complaint (who,
what, when, where etc.). Any number of separate complaints for one case can be stored and
repeated complaints can also be tracked. Multisite asset tracking and work orders should be
allowed.
2. Resource/Inventory
Within the resource record one should be able to store a range of Equipment details and contact
details, correspondence reference and business type of the service provider. Once should be
able to view all complaints listed including current progress. Additional information and
documentation should also be recorded here. The Resource module will manage the inventory
system and Import data from the existing inventory software with QR codes and update it
according to the service and maintenance history. It should also be able to upload the existing
data for all DHQ and THQ data corresponding to the QR code abbreviations along with the
third party service provider info related the particular equipment keeping in view the warranty
status. Also the concerned health department internal biomedical resource contact information
data need to be populated along with each and every equipment for easy and quick decision
making by the call center agent or by the system for generation of trouble tickets, work order
and tracking against the repair or routine/periodic maintenance of equipment.
The commonly used tables and related fields for common database high level entries will be:
3. Investigator /Contract management Module
The contract management module will be used to track all externally provided maintenance
services. The main factors to monitor are cost and performance of both vendor and equipment.
If the medical equipment is under contract, either through warranty, comprehensive service
contracts or partial support service contracts, the vendor is required to provide technical
support to the equipment over an agreed period. The CMMS program should automatically (or
manually on automatic alert to call center agent by system) by generate alerts addressed to
vendors when a piece of equipment is logged as faulty or is scheduled for inspection and
preventive maintenance. The terms and related costs of any contract should be stored in the
system for reference.
Within this record one should store personal and contact details, view caseload allocations and
progress, and store additional information and documents.
4. Reports
This module runs quick, comprehensive, standard, technical and managerial reports. The
provisioning of reports should be in tabular, graphical form and dashboard displays (Graphs,
bar charts, Pie chart, gauges, indications etc.). A range of in-built reports should be available
here ready for use covering all aspects of recorded information for efficient running of the
following departments:
 Contract Management Unit (P&SHD)
 Maintenance Department (Workshops)
 Monitoring and Evaluation (BERC)
 District Health Authorities
Custom reports feature should also be present allowing creation of your own ad-hoc
statistics. Some mandatory reports may include:
 Number of Break Down per Equipment in a certain period per site (hospital) or per
facility (district or Tehsil)
 Functional / Non Functional per Equipment type/ Hospital
 Equipment Under Warranty
 Delays in PPM
 Engineering Service Response Time
 Incomplete corrective maintenance per company and per equipment type
 Uninstalled equipment
 Downtime per equipment as well as per site/facility
 Equipment Failure Causes, feedback for user training and evaluate Maintenance
Services
 User Satisfaction (Quality, Timely Response)
 Dashboard summary reports to give an overview of the health technology

management program, maintenance activity per health facility
The following type of standard reports package should be generated from CMMS:
HTM: Healthcare Technology Management
The below mentioned Flow diagram shows how the CMMS will work and link with all the
different modules and a sample Work Order/complaint, Equipment History/Inventory,
contract management and reports Forms (but not necessarily limited to the mentioned
parameters in forms) can be found below.
Note: The provided samples are screen shots from existing worldwide working CMMS and
are presented here just for reference purpose only.
WHO recommended flow chart for CMMS is as:

Work Order/Complaint:
There should be capability of issuing same work order number to multiple resources.
Equipment History/Inventory:
There should be the capability of uploading bulk database through import facility to populate
in the below mentioned form along with increase of decrease the number of parameters to
show on form from complete number of parameters of provided database.
Contract management:
Reports:
Documentation and Performance Monitoring
Provisioning of CMMS documentation which should be Clear, accurate and comprehensive

documentation for all components of the system, including full details of hardware, software,
operating procedures, upgrades and backup policies, should be handed over to the Health
Department and BERC management. The source code should be documented and updated with
every upgrade to the system under the intimation of BERC management. A periodic backup
policy to protect data in the event of an emergency or system crash should be provided.
Automatic back up to more than one storage media can be used; if this is not possible, a daily
manual back up is sufficient. In addition to all backup and recovery policies, it is advisable to
use mirror-image servers to enhance data security, if and when available. P&SHD will monitor
performance of the vendor throughout the period of the contract and it is advisable to transfer
all the relevant information to the Department’s own IT department and BERC. The Vendor
will be responsible for testing, installation, configuration, training support and maintenance of
the software for the term under the agreed contract which can be further extended after the
expiry of period.
Section A- General Conditions of Contract (GCC) 67
Part II – Conditions of Contract and

Forms
DRAFT CONTRACT
ESTABLISHMENT OF CUSTOMER CARE

CENTER FOR BIOMEDICAL EQUIPMENT
RESOURCE CENTER (BERC)
(Services for Call center and CMMS)
Year: 2016-17

Contents
Part I – Bidding Procedures ................................................................................................... 4
Section I. Instructions to Bidders ......................................................................................... 5
Section II. Bidding Data Sheet ............................................................................................. 23
Section III. Bidding Forms .................................................................................................. 30

TECH 1: Technical Proposal Submission Form.................................................................... 32
TECH 2: Bid Security............................................................................................................ 33
(Bid Security to be furnished by the Bidder in the amount specified in Data sheet in
the form of Demand Draft. Pay order or CDR) but there is no Bid Security for this
particular tender. ............................................................................................................. 33
TECH 3: Relevant Call Center establishment and Software Development Experience ....... 34
TECH 4: Relevant CMMS and Inventory Management Experience ................................... 36
TECH 5: Approach, Methodology, and Work plan............................................................... 37
FIN 1: Financial Proposal Submission Form ........................................................................ 39
FIN 2: Detailed Breakdown of Costs .................................................................................... 40
Section IV. Scope of Services ............................................................................................... 42
Section V. Specifications ....................................................................................................... 49
Part II – Conditions of Contract and Forms ...................................................................... 67
Preface .................................................................................................................................... 71
Letter of Acceptance ............................................................................................................. 72
Form of Contract................................................................................................................... 73
Section A: General Conditions of Contract (GCC) ........................................................... 75

1. General Provisions ............................................................................................................ 75
1.1 Definitions ....................................................................................................... 75
1.2 Applicable Law ............................................................................................... 76
1.3 Language ......................................................................................................... 76
1.4 Notices............................................................................................................. 76
1.5 Location........................................................................................................... 76
1.6 Authorized Representatives ............................................................................ 76
1.7 Inspection and Audit by the Procuring Agency .............................................. 77
1.8 Taxes and Duties ............................................................................................. 77
2. Commencement, Completion, Modification, and Termination of Contract ..................... 77
2.1 Effectiveness of Contract ................................................................................ 77
2.3 Intended Completion Date .............................................................................. 77
2.4 Modification .................................................................................................... 77
2.5 Force Majeure ................................................................................................. 77
2.6 Termination ..................................................................................................... 78

3. Obligations of the Service Provider.................................................................................. 80
3.1 General ............................................................................................................ 80
3.2 Conflict of Interests ......................................................................................... 80
3.3 Confidentiality ................................................................................................ 81
3.4 Insurance to be Taken Out by the Service Provider ........................................ 81
3.5 Service Provider’s Actions Requiring Employer’s Prior Approval ................ 81
3.6 Reporting Obligations ..................................................................................... 81
3.7 Documents Prepared by the Service Provider to Be the Property of the
Employer ......................................................................................................... 81
3.8 Liquidated Damages........................................................................................ 82
3.9 Performance Security ...................................................................................... 82
4. Service Provider’s Personnel ............................................................................................ 82
4.1 Description of Personnel ................................................................................. 82
4.2 Removal and/or Replacement of Personnel .................................................... 82
5. Obligations of the Employer............................................................................................. 83
5.1 Assistance and Exemptions ............................................................................. 83
5.2 Change in the Applicable Law ........................................................................ 83
6. Payments to the Service Provider ..................................................................................... 83
6.2 Contract Price .................................................................................................. 83
6.3 Payment for Additional Services .................................................................... 83
7. Quality Control ................................................................................................................. 83
7.1 Identifying Defects .......................................................................................... 83
7.2 Correction of Deficiencies, and Non-Performance Penalty ............................ 83
8. Settlement of Disputes ...................................................................................................... 84
8.1 Amicable Settlement ....................................................................................... 84
8.2 Dispute Settlement .......................................................................................... 84
Section B. Special Conditions of Contract ......................................................................... 85
Part III – Appendices ............................................................................................................ 87

Appendix A — Schedule of Payment and Reporting Requirement ...................................... 87
Appendix B — Key Personnel, Rate list and Equipment ...................................................... 87
Appendix C — Cost breakdown and Performance Guarantee Form .................................... 87
Appendix A — Schedule of Payments & Reporting Requirements ...................................... 88
Preface
1. The standard Contract form consists of four parts: the Form of Contract to be signed by the
Client and the Consultant, the General Conditions of Contract (GCC); the Special Conditions
of Contract (SCC); and the Appendices.
2. The General Conditions of Contract shall not be modified. The Special Conditions of
Contract that contain clauses specific to each Contract intend to supplement, but not over-
write or otherwise contradict, the General Conditions.
3. Full requirements, terms and conditions of the agreement will be agreed during
clarification with the technical responsive bidders. The form and content of the
negotiated contract are expected to conform closely to the draft Contract Agreement as
included in these Bidding Documents. Bidders will be expected to address all of the
aspects of the General Conditions of Concession Contract in their submissions
Letter of Acceptance
[letterhead paper of the Procuring Agency]
[date]
To: [name and address of the Service provider]
This is to notify you that your Bid dated [date] for execution of the [name of the Contract and
identification number, as given in the Special Conditions of Contract] for the Contract Amount
of [in numbers and words], as corrected and modified in accordance with the Instructions to
Bidders is hereby accepted by our Agency.
Note: Insert one of the 3 options for the second paragraph. The first option should be used if
the Bidder has not objected the name proposed for Arbitrator. The second option if the Bidder
has objected the proposed Arbitrator and proposed a mane for a substitute, who was accepted
by the Procuring Agency. And the third option if the Bidder has objected the proposed
Arbitrator and proposed a mane for a substitute, who was not accepted by the Procuring
Agency.
We confirm that [insert name proposed by Procuring Agency in the Bidding Data],
or
We accept that [name proposed by bidder] be appointed as the Arbitrator
or
We do not accept that [name proposed by bidder] be appointed as Arbitrator, and by sending
a copy of this letter of acceptance to [insert the name of the Appointing Authority], we are
hereby requesting [name], the Appointing Authority, to appoint the Arbitrator in accordance
with Clause 36.1 of the Instructions to Bidders
You are hereby instructed to proceed with the execution of the said contract for the provision
of Services in accordance with the Contract documents.
Please return the attached Contract dully signed
Authorized Signature:
Name of Agency:
Attachment: Contract
Form of Contract
[letter head paper of the Procuring Agency]
This CONTRACT (hereinafter called the “Contract”) is made the [day] day of the month of
[month], [year], between, on the one hand, [name of Procuring Agency] (hereinafter called
the “Employer”) and, on the other hand, [name of Service Provider] (hereinafter called the
“Service Provider”).
[Note: In the text below text in brackets is optional; all notes should be deleted in final text. If
the Service Provider consist of more than one entity, the above should be partially amended to
read as follows: “…(hereinafter called the “Employer”) and, on the other hand, a joint venture
consisting of the following entities, each of which will be jointly and severally liable to the
Employer for all the Service Provider’s obligations under this Contract, namely, [name of
Service Provider] and [name of Service Provider] (hereinafter called the “Service Provider”).]
WHEREAS
(a) the Employer has requested the Service Provider to provide certain Services as
defined in the General Conditions of Contract attached to this Contract
(hereinafter called the “Services”);
(b) the Service Provider, having represented to the Employer that they have the
required professional skills, and personnel and technical resources, have agreed
to provide the Services on the terms and conditions set forth in this Contract for
amount of……………………;
(c) the Employer has received budget from the Government of Punjab. It intends
to apply a portion of the proceeds of this budget to eligible payments, if any,
under the contract.
NOW THEREFORE the parties hereto hereby agree as follows:
1. The following documents shall be deemed to form and be read and construed as part of
this Agreement, and the priority of the documents shall be as follows:
(a) the Letter of Acceptance;
(b) the Special Conditions of Contract;
(c) the General Conditions of Contract;
(d) the Scope of Services;
(e) Performance Specifications and Drawings;
(f) Annexures; and
(g) the Service Provider’s Bid.
2. The mutual rights and obligations of the Employer and the Service Provider shall
be as set forth in the Contract, in particular:
(a) the Service Provider shall carry out the Services in accordance with the
provisions of the Contract; and
(b) the Employer shall make payments, if any, to the Service Provider in
accordance with the provisions of the Contract.
IN WITNESS WHEREOF, the Parties hereto have caused this Contract to be signed in their
respective names as of the day and year first above written.
For and on behalf of [name of Employer]
[Authorized Representative]
For and on behalf of [name of Service Provider]
[Note: If the Service Provider consists of more than one entity, all these entities should
appear as signatories, e.g., in the following manner:]
For and on behalf of each of the Members of the Service Provider
[name of member]
[name of member]
Section A: General Conditions of Contract (GCC)

1. General Provisions
1.1 Definitions Unless the context otherwise requires, the following terms whenever
used in this Contract have the following meanings:
a) The Arbitrator is the person appointed jointly by the Employer
and the Contractor to resolve disputes in the first instance, as
provided for in Sub-Clause 8.2 hereunder.
b) “Contract” means the Contract signed by the Parties, to which
these General Conditions of Contract (GCC) are attached,
together with all the documents listed in Clause 1 of such signed
Contract;
c) “Contract Price” means the price to be paid for the performance
of the Services, in accordance with Clause 6;
d) “Day works” means varied work inputs subject to payment on a
time basis for the Service Provider’s employees and equipment,
in addition to payments for associated materials and
administration.
e) “Employer” means the party who employs the Service Provider
f) “Foreign Currency” means any currency other than the currency
of the country of the Employer;
g) “GCC” means these General Conditions of Contract;
h) “Government” means the Government of the Punjab;
i) “Local Currency” means Pak Rupee (PKR);
j) “Member,” in case the Service Provider consist of a joint venture
of more than one entity, means any of these entities; “Members”
means all these entities, and “Member in Charge” means the
entity specified in the Special Conditions to act on their behalf in
exercising all the Service Provider’ rights and obligations towards
the Employer under this Contract;
k) “Party” means the Employer or the Service Provider, as the case
may be, and “Parties” means both of them;
l) “Personnel” means persons hired by the Service Provider or by
any Subcontractor as employees and assigned to the performance
of the Services or any part thereof;
m) “Service Provider” is a person or corporate body whose Bid to

provide the Services has been accepted by the Employer;
n) “Service Provider’s Bid” means the completed bidding document
submitted by the Service Provider to the Employer
o) “SCC” means the Special Conditions of Contract by which the
GCC may be amended or supplemented;
p) “Specifications” means the specifications of the service included
in the bidding document submitted by the Service Provider to the
Employer
q) “Services” means the work to be performed by the Service
Provider pursuant to this Contract, as described in Scope of
Services and Specifications and Schedule of Activities included
in the Service Provider’s Bid.
r) “Subcontractor” means any entity to which the Service Provider
subcontracts any part of the Services in accordance with the
provisions of Sub-Clauses 3.5 and 4.
1.2 Applicable Law The Contract shall be interpreted in accordance with the laws of
Islamic Republic of Pakistan.
1.3 Language This Contract has been executed in the language specified in the
SCC, which shall be the binding and controlling language for all
matters relating to the meaning or interpretation of this Contract.
1.4 Notices Any notice, request, or consent made pursuant to this Contract shall
be in writing and shall be deemed to have been made when delivered
in person to an authorized representative of the Party to whom the
communication is addressed, or when sent by registered mail, telex,
telegram, or facsimile to such Party at the address specified in the
SCC.
1.5 Location The Services shall be performed at such locations as are specified in
Scope of Services, in the specifications and, where the location of a
particular task is not so specified, at such locations, whether in the
Government’s country or elsewhere, as the Employer may approve.
1.6 Authorized Any action required or permitted to be taken, and any document
Representatives required or permitted to be executed, under this Contract by the
Employer or the Service Provider may be taken or executed by the
officials specified in the SCC.
1.7 Inspection and The Service Provider shall permit the Procuring Agency to inspect its
Audit by the accounts and records relating to the performance of the Services and
Procuring to have them audited by auditors appointed by the Procuring Agency,
Agency if so required.
1.8 Taxes and The Service Provider, Subcontractors, and their Personnel shall pay
Duties such taxes, duties, fees, and other impositions as may be levied under
the Applicable Law
2. Commencement, Completion, Modification, and Termination of

Contract
2.1 Effectiveness of This Contract shall come into effect on the date the Contract is signed
Contract by both parties or such other later date as may be stated in the SCC.
2.2 Commencement
of Services
2.2.1 Work Before commencement of the Services, the Service Provider shall
Program submit to the Employer for approval a Work Program showing the
general methods, arrangements, order and timing for all activities.
The Services shall be carried out in accordance with the approved
Work Program as updated.
2.2.2 Starting The Service Provider shall start carrying out the Services at the date
Date as may be specified in the SCC.
2.3 Intended Unless terminated earlier pursuant to Sub-Clause 2.6, the Service
Completion Date Provider shall complete the activities by the Intended Completion
Date, as is specified in the SCC. If the Service Provider does not
complete the activities by the Intended Completion Date, it shall be
liable to pay liquidated damage as per Sub-Clause 3.8. In this case,
the Completion Date will be the date of completion of all activities.
2.4 Modification Modification of the terms and conditions of this Contract, including
any modification of the scope of the Services or of the Contract Price,
may only be made by written agreement between the Parties.
2.5 Force Majeure
2.5.1 Definition For the purposes of this Contract, “Force Majeure” means an event
which is beyond the reasonable control of a Party and which makes
a Party’s performance of its obligations under the Contract
impossible or so impractical as to be considered impossible under the
circumstances.
2.5.2 No Breach The failure of a Party to fulfill any of its obligations under the
of Contract contract shall not be considered to be a breach of, or default under,
this Contract insofar as such inability arises from an event of Force

Majeure, provided that the Party affected by such an event (a) has
taken all reasonable precautions, due care and reasonable alternative
measures in order to carry out the terms and conditions of this
Contract, and (b) has informed the other Party as soon as possible
about the occurrence of such an event.
2.5.3 Extension Any period within which a Party shall, pursuant to this Contract,
of Time complete any action or task, shall be extended for a period equal to
the time during which such Party was unable to perform such action
as a result of Force Majeure.
2.6 Termination
2.6.1 By the The Employer may terminate this Contract, by not less than thirty
Employer (30) days’ written notice of termination to the Service Provider, to be
given after the occurrence of any of the events specified in
paragraphs (a) through (d) of this Sub-Clause 2.6.1:
(a) if the Service Provider does not remedy a failure in the
performance of its obligations under the Contract, within
twenty-one (21) days after being notified or within any further
period as the Employer may have subsequently approved in
writing;
(b) if the Service Provider become insolvent or bankrupt;
(c) if, as the result of Force Majeure, the Service Provider is unable
to perform a material portion of the Services for a period of not
less forty-five (45) days; or
(d) if the Service Provider, in the judgment of the Employer has
engaged in corrupt or fraudulent practices in competing for or
in executing the Contract. For the purpose of this sub-clause,
the terms set forth constitute corrupt or fraudulent activity:
i. “corrupt practice” means the offering, giving, receiving, or
soliciting of anything of value to influence the action of a
public official, bidder or contractor in the procurement
process or in contract execution to the detriment of the
procuring agency; or misrepresentation of facts in order to
influence a procurement process or the execution of a
contract;
ii. “fraudulent practice” is any act or omission, including
misrepresentation, that knowingly or recklessly misleads,
or attempts to mislead, a party to obtain financial or other
benefit or to avoid an obligation;
iii. “collusive practices” is an arrangement among bidders

(prior to or after bid submission) designed to establish bid
prices at artificial, non-competitive levels for any wrongful
gain, and to deprive the procuring agency of the benefits of
free and open competition, and any request for, or
solicitation of anything of value by any public official in the
course of the exercise of his duty;
iv. “coercive practices” is impairing or harming, or threatening
to impair or harm, directly or indirectly, any person or the
property of the person (participant in the selection process
or contract execution) to influence improperly the actions
of that person;
v. “obstructive practice” is deliberately destroying, falsifying,
altering or concealing of evidence material to the
investigation or making false statements before
investigators in order to materially impede an investigation
into allegations of a corrupt, fraudulent, coercive or
collusive practice; or threatening, harassing or intimidating
any party to prevent it from disclosing its knowledge of
matters relevant to the investigation or from pursuing the
investigation, or acts intended to materially impede the
exercise of the Client’s inspection and audit rights.
2.6.2 By the The Service Provider may terminate this Contract, by not less than
Service thirty (30) days’ written notice to the Employer, such notice to be
Provider given after the occurrence of any of the events specified in
paragraphs (a) and (b) of this Sub-Clause 2.6.2:
(a) if the Employer fails to pay any monies due to the Service
Provider pursuant to this Contract and not subject to dispute
pursuant to Clause 7 within forty-five (45) days after receiving
written notice from the Service Provider that such payment is
overdue; or
(b) if, as the result of Force Majeure, the Service Provider is unable
to perform a material portion of the Services for a period of not
less than forty-five (45) days.
2.6.3 Suspension If the Service Provider has not received sums due to by the due date
of Payment stated in the SCC in accordance with Sub-Clause 6.5 the Service
Provider may immediately issue a 14-day termination notice.
3. Obligations of the Service Provider

3.1 General The Service Provider shall perform the Services in accordance with
the Specifications and Scope, and carry out its obligations with all
due diligence, efficiency, and economy, in accordance with
generally accepted professional techniques and practices, and shall
observe sound management practices, and employ appropriate
advanced technology and safe methods. The Service Provider shall
always act, in respect of any matter relating to this Contract or to the
Services, as faithful adviser to the Employer, and shall at all times
support and safeguard the Employer’s legitimate interests in any
dealings with Subcontractors or third parties.
3.2 Conflict of
Interests
3.2.1 Service The remuneration of the Service Provider pursuant to Clause 6 shall
Provider constitute the Service Provider’s sole remuneration in connection
Not to with this Contract or the Services, and the Service Provider shall not
Benefit accept for their own benefit any trade commission, discount, or
from similar payment in connection with activities pursuant to this
Commissio Contract or to the Services or in the discharge of their obligations
ns and under the Contract, and the Service Provider shall use their best
Discounts. efforts to ensure that the Personnel, any Subcontractors, and agents
of either of them similarly shall not receive any such additional
remuneration.
3.2.2 Service The Service Provider agree that, during the term of this Contract and
Provider after its termination, the Service Provider and its affiliates, as well as
and any Subcontractor and any of its affiliates, shall be disqualified from
Affiliates providing goods, works, or Services (other than the Services and any
Not to be continuation thereof) for any project resulting from or closely related
Otherwise to the Services.
Interested
in Project
3.2.3 Prohibition Neither the Service Provider nor its Subcontractors nor the
of Personnel shall engage, either directly or indirectly, in any of the
Conflicting following activities:
Activities
(a) during the term of this Contract, any business or professional
activities which would conflict with the activities assigned to
them under this Contract;
(b) during the term of this Contract, neither the Service Provider
nor their Subcontractors shall hire such public employees, in
active duty or on any type of leave, which would conflict with
the activities assigned to service provider to perform any

activity under this Contract;
(c) after the termination of this Contract, such other activities as
may be specified in the SCC.
3.3 Confidentiality The Service Provider, its Subcontractors, and the Personnel of either
of them shall not, either during the term or within two (2) years after
the expiration of this Contract, disclose any proprietary or
confidential information relating to the Project, the Services, this
Contract, or the Employer’s business or operations without the prior
written consent of the Employer.
3.4 Insurance to be The Service Provider (a) shall take out and maintain, and shall cause
Taken Out by any Subcontractors to take out and maintain, at its (or the
the Service Subcontractors’, as the case may be) own cost but on terms and
Provider conditions approved by the Employer, insurance against the risks,
and for the coverage, as shall be specified in the SCC; and (b) at the
Employer’s request, shall provide evidence to the Employer showing
that such insurance has been taken out and maintained and that the
current premiums have been paid.
3.5 Service The Service Provider shall obtain the Employer’s prior approval in
Provider’s writing before taking any of the following actions:
Actions
Requiring (a) entering into a subcontract for the performance of any part of
Employer’s the Services,
Prior Approval
(b) appointing new members of Personnel,
(c) changing the Program of activities; and
(d) any other action that may be specified in the SCC.
3.6 Reporting The Service Provider shall submit to the Employer the reports and
Obligations documents specified in Scope in the form, in the numbers, and within
the periods set forth in the said Scope.
3.7 Documents All plans, drawings, specifications, designs, reports, and other
Prepared by the documents and software submitted by the Service Provider in
Service accordance with Sub-Clause 3.6 shall become and remain the
Provider to Be property of the Employer, and the Service Provider shall, not later
the Property of than upon termination or expiration of this Contract, deliver all such
the Employer documents and software to the Employer, together with a detailed
inventory thereof. The Service Provider may retain a copy of such
documents and software. Restrictions about the future use of these
documents, if any, shall be specified in the SCC.
3.8 Liquidated
Damages
3.8.1 Payments of The Service Provider shall pay liquidated damages to the Employer
Liquidated at the rate per day stated in the SCC for each day that the
Damages Completion Date is later than the Intended Completion Date. The
total amount of liquidated damages shall not exceed the amount
defined in the SCC. The Employer may deduct liquidated damages
from payments due to the Service Provider. Payment of liquidated
damages shall not affect the Service Provider’s liabilities.
3.8.2 Correction If the Intended Completion Date is extended after liquidated
for Over- damages have been paid, the Employer shall correct any
payment overpayment of liquidated damages by the Service Provider by
adjusting the next payment certificate. The Service Provider shall be
paid interest on that sum, calculated from the date of payment to the
date of repayment, at the rates specified in Sub-Clause 6.5.
3.8.3 Lack of If the Service Provider has not corrected a Defect within the time
performance specified in the Employer’s notice, a penalty for Lack of
penalty performance will be paid by the Service Provider. The amount to be
paid will be calculated as a percentage of the cost of having the
Defect corrected, assessed as described in Sub-Clause 7.2 and
specified in the SCC.
3.9 Performance The Service Provider shall provide the Performance Security to the
Security Employer no later than the date specified in the Letter of acceptance.
The Performance Security shall be issued in an amount and form and
by a bank or surety acceptable to the Employer, and denominated in
the types and proportions of the currencies in which the Contract
Price is payable. The performance Security shall be valid until a date
28 days from the Completion Date of the Contract in case of a bank
guarantee.
4. Service Provider’s Personnel

4.1 Description of The titles, agreed job descriptions, minimum qualifications, and
Personnel estimated periods of engagement in the carrying out of the Services
of the Service Provider’s Key Personnel are described in Scope of
Services.
4.2 Removal and/or (a) If the Employer finds that any of the Personnel have (i)
Replacement of committed serious misconduct or have been charged with
Personnel having committed a criminal action, or (ii) have reasonable
cause to be dissatisfied with the performance of any of the
Personnel, then the Service Provider shall, at the Employer’s
written request specifying the grounds thereof, provide as a
replacement a person with qualifications and experience

acceptable to the Employer.
(b) The Service Provider shall have no claim for additional costs
arising out of or incidental to any removal and/or replacement
of Personnel.
5. Obligations of the Employer

5.1 Assistance and The Employer shall use its best efforts to ensure that the Government
Exemptions shall provide the Service Provider such assistance and exemptions as
specified in the SCC.
5.2 Change in the If, after the date of this Contract, there is any change in the Applicable
Applicable Law with respect to taxes and duties which increases or decreases the
Law cost of the Services rendered by the Service Provider, then the
remuneration and reimbursable expenses otherwise payable to the
Service Provider under this Contract shall be increased or decreased
accordingly by agreement between the Parties, and corresponding
adjustments shall be made to the amounts referred to in Sub-Clauses 6.2
(a) or (b), as the case may be.
6. Payments to the Service Provider

6.2 Contract Price (a) The price payable in Pak Rupees (PKR).
(b) The price payable in foreign currency is set forth in the SCC.
6.3 Payment for 6.3.1 For the purpose of determining the price for additional Services
Additional as may be agreed under Sub-Clause 2.4, a breakdown of the
Services price is to be provided in Appendix C.
7. Quality Control
7.1 Identifying The principle and modalities of Inspection of the Services by the
Defects Employer shall be as indicated in the SCC and scope of services.
The Employer shall check the Service Provider’s performance and
notify him of any Defects that are found. Such checking shall not
affect the Service Provider’s responsibilities. The Employer may
instruct the Service Provider to search for a Defect and to uncover and
test any service that the Employer considers may have a Defect. The
building defects liability period is 4 months, starting from date
mentioned on “Completion Certificate”.
7.2 Correction of (a) The Employer shall give notice to the Service Provider of any
Deficiencies, and Defects before the end of the Contract. The Defects liability
Non-
Performance period shall be extended for as long as Deficiencies remain to

Penalty be corrected.
(b) Every time notice of Deficiency is given, the Service Provider
shall correct the notified Deficiency within the length of time
specified by the Employer’s notice.
(c) If the Service Provider has not corrected a Deficiency within the
time specified in the Employer’s notice, the Employer will
assess the cost of having the Deficiency corrected, the Service
Provider will pay this amount, and a Penalty for Non-
Performance calculated as described in Sub-Clause 3.8.
8. Settlement of Disputes
8.1 Amicable The Parties shall use their best efforts to settle amicably all disputes
Settlement arising out of or in connection with this Contract or its interpretation.
8.2 Dispute 8.2.1 If any dispute arises between the Employer and the Service
Settlement Provider in connection with, or arising out of, the Contract or the
provision of the Services, whether during carrying out the Services
or after their completion, the matter shall be referred to the
Arbitrator within 14 days of the notification of disagreement of
one party to the other.
8.2.2 The Arbitrator shall give a decision in writing within 28 days of
receipt of a notification of a dispute.
8.2.3 Should the Arbitrator resign or die, or should the Employer and
the Service Provider agree that the Arbitrator is not functioning in
accordance with the provisions of the Contract, a new Arbitrator
will be jointly appointed by the Employer and the Service Provider
Section C: Scope of
Service 85
Section B. Special Conditions of Contract
Number of Supplements to, Clauses in the General Conditions of Contract

GC Clause
1.1(a) The Adjudicator is:
Procuring Agency & Service Provider (Nominate jointly)
1.1(b) The contract name is:
ESTABLISHMENT OF CUSTOMER SERVICE CENTER FOR
BIOMEDICAL EQUIPMENT RESOURCE CENTER (BERC)
1.1(e) The Employer is:

Secretary, Primary and Secondary Healthcare Department,
Government of Punjab
1.1(j) The Member in Charge is DS Procurement P&SHD
1.1(p) The Service Provider is ____________________
1.2 The Applicable Law is:
Laws of Islamic Republic of Pakistan
1.3 The language is:
English
1.4 The addresses are:
Employer: Secretary, Primary and Secondary Healthcare
Department, 1 Bird-wood Road, Lahore
Attention: Deputy Secretary, Procurement
Tel: _______________
Service Provider:
Attention:
Tel:
Email:
1.6 The Authorized Representatives are:
For the Employer: Deputy Secretary Procurement, P&SHD
For the Service Provider:
2.1 The date on which this Contract shall come into effect is _______________.
Section C: Scope of
Service 86
Number of Supplements to, Clauses in the General Conditions of Contract

GC Clause
2.2.2 The Starting Date for the commencement of Services is ________________.
2.3 The Intended Completion Date is:
As proposed by the service provider in his accepted bid.
3.4 The risks and coverage by insurance shall be:
(i) Third Party motor vehicle
(ii) Third Party liability
(iii) Employer’s liability and workers’ compensation
(iv) Professional liability
(v) Loss or damage to equipment and property
3.8.1 The liquidated damages rate is 0.1% per day
The maximum amount of liquidated damages for the whole contract is 5% of
the contracted value.
3.8.3 Lack of performance Penalty(ies) will be dealt as per PPRA rules
6, 6.2(a) The amount of hardware component will be provided after delivery of
equipment on DDP basis in Pak Rupees _______________while the monthly
charges will be provided after successful completion of the
month:__________________
7.1 The principle and modalities of inspection of the Services by the Employer
are as follows: ____________________
The Defects Liability Period is One Year
Part III: Appendices 87
Part III – Appendices

Appendix A — Schedule of Payment and Reporting Requirement
Appendix B — Key Personnel, Rate list and Equipment
Appendix C — Cost breakdown and Performance Guarantee Form
Appendix A — Schedule of Payments & Reporting Requirements

A1- Contractor shall submit net monthly invoice comprising of:
i. Cost of providing Call Center services (based on rates quoted in financial bid
as per price Schedule)
ii. Cost of additional personnel hired on request of client (based on rates in
appendix B)
iii. Cost of additional equipment/supplies procured/rented on request of client
(based on rates in appendix B)
iv. Penalties incurred during the month
v. Other cost/(revenue), if any
Net monthly invoice should be computed as: i + ii + iii - iv +/- v
A2 –Contractor shall duly maintain, including but not limited to, following reports and share the
same with client on regular basis:
A3 –Contractor shall be paid for the hardware component on their delivery and installation in
DDP mode while other will be provided on monthly basis.

Bidding Documents For Customer Care Center of BERC (Final)

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GOVERNMENT OF THE PUNJAB

PRIMARY & SECONDARY

INVITATION FOR BIDS

Additional Secretary (Admin)

ESTABLISHMENT OF CUSTOMER CARE

Government of the Punjab

Part I – Bidding Procedures....................................................................................................4

Part II – Conditions of Contract and Forms .......................................................................67

Part III – Appendices.............................................................................................................87

Part I – Bidding Procedures

Section I. Instructions to Bidders

B. Bidding Documents ..........................................................................................................10

C. Preparation of Bids ..........................................................................................................11

D. Submission of Bids ...........................................................................................................14

E. Bid Opening and Evaluation ...........................................................................................15

F. Award of Contract ............................................................................................................19

Procuring Agency’s Right to Accept or Reject all Bids ...................................................19

Instructions to Bidders (ITB)

Definition 1.1 “Affiliate(s)” means an individual or an entity that directly or

1.14 “RFP” means the Request for Proposals to be prepared by the

paramount, strictly avoiding conflicts with other assignments

or in cases of alternatives that have been permitted or

will be forwarded to all purchasers of the bidding documents,

information required under the Special Conditions of Contract and

16.2.5 be submitted in its original form; copies will not be

19.8 The sealed envelopes containing the Technical and Financial

E. Bid Opening and Evaluation

public auditor or independent authority until they are opened

Financial Proposals. The opening date should allow the

28.3 Any effort by the Bidder to influence the Procuring Agency

30.2 The amount stated in the Bid will be adjusted by the

Unless otherwise stated in BDS or Part II, within 14 days of

attempts to mislead, a party to obtain financial or other

relating to the Bid submission and contract performance and to

Section II. Bidding Data Sheet

E. Bid Opening and Evaluation

Sr. No Category Marks

(i) Relevant Experience of establishment of Call center

(ii) Reporting Software Development Experience for Call Center:

The bidder is required to provide details of most relevant and best

may require additional information or request to view software, if deemed

(iii) Relevant vehicle and staff tracking System Experience

Bidder should have prior experience of providing hardware & software

 Experience for vehicles tracking and relevant hardware installation:

iv) Quality of Methodology, Work Plan: [15 Points]

v) Human resource and training capabilities (14 Point)

Bid Opening and Evaluation for Package-B (Provisioning of CMMS

Only world renounced and experienced firms having numerous deployments

Sr. Category Marks

1. Experience of deployment of CMMS software: (40 Points)

2. Customized Reports Development Experience (10 Points)

 Successful deployment of customized reporting tool 5 point

3. Cloud based database store and application software (20 Points)

The bidder is required to have independent, functional and uninterrupted Cloud

4. Human resource and training capabilities for operation and

5. International recognition of software (20 points)

 International recognition from any international organization 20 Points

25.3 Financial Proposal shall include all applicable taxes

Section III. Bidding Forms

Technical Proposal – Standard Form

TECH 2: Bid Security ............................................................................................................33

TECH 3: Relevant Call Center establishment and Software Development

TECH 4: Relevant CMMS and Inventory Management Experience ..............................36